Director of Customer Service
Director of Customer Service
Posted on :
07-07-2025
Employer Active
1 Vacancy
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Job Description
ABOUT PRIMARY ARMS
Headquartered in Houston Texas Primary Arms is a vertically integrated company built around three core business units: optics manufacturing e-commerce and wholesale distribution and direct government sales.
We design engineer and manufacture Primary Arms Optics through a multinational supply chain that combines global OEM partnerships with U.S.-based production. Our e-commerce and wholesale divisions serve consumers and dealers nationwide with a wide selection of leading brands including firearms and tactical equipment. Our government division supplies law enforcement and other agencies through dedicated inside and field sales teams.
Across all business units we are driven by a commitment to innovation customer service and operational excellence.
POSITION OVERVIEW
The Director of Customer Service is responsible for scaling and optimizing the end-to-end customer service function and delivering frictionless experiences across digital and in-person channels. The ideal candidate will possess deep expertise in operational excellence digital service transformation workforce optimization and KPI-driven performance managementideally within high-growth or omnichannel retail environments. Additionally the Director develops and encourages a culture of high customer service through ongoing training performance metrics and staff development.
As part of the leadership team the Director models and cultivates culture values and behaviors. The Director will bridge business operational and technical functionsdriving end-to-end customer satisfaction while optimizing service delivery through modern technology workforce intelligence and data-driven decision making.
MINIMUM QUALIFICATIONS
Great candidates for the position of Director of Customer Service will meet the following qualifications:
10 years of experience in Retail Consumer Goods or direct-to-consumer industries.
5 years of experience in a Management or Leadership role.
5 years of hands-on experience selecting deploying and managing CRM helpdesk contact center or chatbot platforms.
A bachelors degree in business administration or related field(s) and/or combined experience/education as substitute for minimum education.
Excellent organizational & analytical skills able to manage multiple projects.
PREFERRED QUALIFICATIONS
Exceptional candidates for the position of Director of Customer Service will also bring the following qualifications or more in addition to the Minimum Qualifications:
Graduate degree(s) in Business Administration Management or a related field.
Background in firearms retail or 2A-related industries strongly preferred.
Technical certifications or expertise with Salesforce Zendesk Admin AWS Connect or similar platforms.
Strong analytical & research capabilities including establishing metrics forecasting budgeting and resource planning.
Demonstrated experience effectively interfacing with senior executive leadership.
SCOPE OF THE ROLE
Customer Experience Strategy & Leadership
Headquartered in Houston Texas Primary Arms is a vertically integrated company built around three core business units: optics manufacturing e-commerce and wholesale distribution and direct government sales.
We design engineer and manufacture Primary Arms Optics through a multinational supply chain that combines global OEM partnerships with U.S.-based production. Our e-commerce and wholesale divisions serve consumers and dealers nationwide with a wide selection of leading brands including firearms and tactical equipment. Our government division supplies law enforcement and other agencies through dedicated inside and field sales teams.
Across all business units we are driven by a commitment to innovation customer service and operational excellence.
POSITION OVERVIEW
The Director of Customer Service is responsible for scaling and optimizing the end-to-end customer service function and delivering frictionless experiences across digital and in-person channels. The ideal candidate will possess deep expertise in operational excellence digital service transformation workforce optimization and KPI-driven performance managementideally within high-growth or omnichannel retail environments. Additionally the Director develops and encourages a culture of high customer service through ongoing training performance metrics and staff development.
As part of the leadership team the Director models and cultivates culture values and behaviors. The Director will bridge business operational and technical functionsdriving end-to-end customer satisfaction while optimizing service delivery through modern technology workforce intelligence and data-driven decision making.
MINIMUM QUALIFICATIONS
Great candidates for the position of Director of Customer Service will meet the following qualifications:
10 years of experience in Retail Consumer Goods or direct-to-consumer industries.
5 years of experience in a Management or Leadership role.
5 years of hands-on experience selecting deploying and managing CRM helpdesk contact center or chatbot platforms.
A bachelors degree in business administration or related field(s) and/or combined experience/education as substitute for minimum education.
Excellent organizational & analytical skills able to manage multiple projects.
PREFERRED QUALIFICATIONS
Exceptional candidates for the position of Director of Customer Service will also bring the following qualifications or more in addition to the Minimum Qualifications:
Graduate degree(s) in Business Administration Management or a related field.
Background in firearms retail or 2A-related industries strongly preferred.
Technical certifications or expertise with Salesforce Zendesk Admin AWS Connect or similar platforms.
Strong analytical & research capabilities including establishing metrics forecasting budgeting and resource planning.
Demonstrated experience effectively interfacing with senior executive leadership.
SCOPE OF THE ROLE
Customer Experience Strategy & Leadership
- Serve as the senior leader responsible for defining and delivering an exceptional end-to-end customer experience across all support channels and in-person retail.
- Champion a customer-first mindset across the organization ensuring that customer insights are systematically gathered analyzed and acted upon to enhance satisfaction loyalty and retention.
- Own the Voice-of-the-Customer (VoC) program by designing closed-loop feedback mechanisms and partnering with cross-functional teams to address root causes of friction.
- Partner cross-functionally with Ecommerce Merchandising Operations Marketing Compliance and IT to ensure that policies processes and customer touchpoints are frictionless consistent and aligned with brand expectations.
- Oversee day-to-day operations of the support team maintaining high performance in service quality speed and consistency across all customer touchpoints.
- Leverage & optimize modern customer service technologiessuch as CRM systems contact center platforms and chat toolsto streamline workflows enhance agent productivity and improve the customer experience.
- Establish and maintain performance standards including developing tools to monitor SLAs CSAT NPS first-contact resolution and other key metrics.
- Continuously improve workflows policies and team structures to align with seasonal demand product cycles and company growth targets.
- Define the long-term vision for customer service technology infrastructure including platform selection implementation and lifecycle management.
- Recruit develop and lead a high-performing team of managers supervisors and frontline agents; establish clear goals and create career growth opportunities within the organization.
- Build a culture of accountability empathy and customer advocacy by modeling behavior coaching leaders and reinforcing company values.
- Design and deliver structured onboarding coaching QA and performance management programs to maintain excellence and consistency in service delivery.
- Drive long-term planning for customer service capabilities in alignment with corporate strategy including headcount budget resource planning and operational scale.
- Serve as a change agent for continuous improvement initiatives balancing cost-effectiveness with service quality and customer experience.
- Identify opportunities to automate routine inquiries and support workflows using technologies like self-service portals knowledge bases AI-powered chatbots and proactive messaging.
- Monitor customer service trends industry benchmarks and competitive insights to identify opportunities for innovation and differentiation.
Required Experience:
Senior Manager
Employment Type
Full-Time
Key Skills
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