Director of Customer Service Operations

📋 Description

• Operational Strategy and Performance: Own service quality, capacity, and performance across
• Continuous Improvement Roadmap: Develop and manage a focused improvement roadmap covering
• Customer Matching Operations: Lead and improve the end-to-end matching process, establishing clear
• Customer Service Management: Oversee customer support across phone, email, SMS, and other channels
• Workflow and Technology Optimization: Identify and implement process and technology improvements
• Routing and Escalation Management: Improve workflows, routing, handoffs, escalation procedures, and

🎯 Requirements

• Customer Operations Experience: At least 10 years of experience in customer-facing operations, with
• People Leadership: At least 3 years in a leadership role, including direct management of frontline
• Service Operations Improvement: Demonstrated experience building or improving service operations
• Business Judgment: Strong analytical thinking and decision-making skills, with the ability to
• Process and Technology Optimization: A proven track record of using process improvements
• Change and Performance Management: Experience leading teams through high-volume operations and

🎁 Benefits

• Compensation: Base salary of $150,000–$175,000 per year, with on-target earnings of
• Healthcare Coverage: Medical, dental, vision, and life insurance.
• Paid Time Off: 18 days of PTO, increasing with tenure, plus 10 paid holidays.
• Professional Development: Annual budget for learning and career growth.
• Tenure Sabbaticals: Paid sabbaticals to recognize major career milestones.
• Homeownership Perks: Exclusive access to homeownership-related product benefits.