Director of Customer Service Operations

Director of Customer Service OperationsMilford, CTFull-Time, Permanent, and OnsiteJob DescriptionJob SummaryThe Director of Customer Service Operations will manage a dynamic team of ~40 agents, leads, and managers while helping to set a strategy to incorporate automation and outsourcing for simpler inquiries. You will partner closely with the Director of Post-Purchase Experience to ensure adherence to quality standards and support improvements to post-purchase quality initiatives. Your goal will be to drive efficiency, enhance team performance, and ensure that service-level agreements (SLAs) and headcount budgets are consistently met, all while supporting the organization’s rapid growth.Key Responsibilities:Leadership & Team Management- oversee the daily operations of a multi-tiered support team, including technical support. Manage staffing plans and headcount to meet seasonal or rapid growth demands, while staying within established budget constraints. Provide strategic direction, mentorship, and career development opportunities for the team.Operational Excellence- Ensure all communication channels adhere to SLA requirements, monitoring response times and resolution rates. Partner with the Director of Customer Experience and Quality to ensure adherence to quality expectations and to support improvements to post-purchase quality initiatives. Drive continuous improvement initiatives to enhance efficiency, quality, and customer satisfaction.Process & Project Management- collaborate cross-functionally with product, IT, and marketing teams to streamline processes and align customer service operations with overall business goals. Lead key projects focused on improving contact center performance, such as system upgrades, workflow optimizations, and customer journey improvements.Vendor & BPO Management- oversee relationships with Business Process Outsourcing (BPO) partners to ensure quality and service-level adherence for inquiries that we are not able to automate. Conduct regular performance reviews and ensure adherence to SLAs with third-party vendors.Qualifications:Experience in contact center management, with a focus on multi-channel, high-volume environmentsProven experience overseeing multi-tiered customer service workflows, including technical support operationsExpertise with contact center technology tools (e.g., CRM systems, IVR, chatbots, workforce management software)Strong leadership skills, with demonstrated ability to manage teams of 30+ agents, leads, and managersExpertise in KPI management, including customer satisfaction, first contact resolution, and other key metricsProven ability to manage staffing levels and operational costs within budget constraintsExperience managing vendor/BPO relationships and ensuring service-level adherenceExceptional project management skills with a proven ability to lead cross-functional projectsStrong communication skills, both written and verbal, with an ability to influence and collaborate with senior leadershipAbility to thrive in a fast-paced, high-growth environment with changing prioritiesExperience with technical support or highly specialized customer service workflows is desirableInterest or expertise in the automotive industry, particularly European vehicles is desirable--Thanks,SAIYED R (DANIEL)EXECUTIVE RECRUITERBrightpath Associates, LLC