Director, Customer Service

Were Looking For A(n): Director Customer Service

Location: Hybrid (El Segundo CA and/or Burbank/North Hollywood CA)

What Youll Be Doing:The Director of Customer Support leads a large distributed team of customer service professionals delivering omni-channel support (phone chat email) for multiple pet food brands within the Salesforce environment. This role requires a data-driven leader who can manage high-volume campaign-driven customer interactions while fostering operational excellence implementing intelligent automation and cultivating an innovative continuous improvement performance culture aligned with maximizing customer satisfaction brand education and business growth.

Strategic Leadership & Operations Management

• Direct all customer support operations across phone chat and email channels for multiple pet food brands ensuring consistent service excellence and brand alignment
• Develop and execute strategic roadmaps that balance immediate operational demands with long-term capability building and operational efficiency
• Manage distributed workforce across Utah California Georgia and Texas optimizing for regional strengths and coverage needs
• Anticipate and plan for volume surges driven by advertising discount activity and virtual sales letter campaigns ensuring appropriate staffing and resource allocation

Data-Driven Performance Management

• Establish monitor and optimize key performance indicators including CSAT first contact resolution response times handle times revenue per contact and cost per contact
• Build robust reporting frameworks and dashboards that provide real-time visibility into team performance channel efficiency and customer sentiment
• Leverage analytics to identify trends diagnose issues and uncover opportunities for service improvement
• Translate data insights into actionable strategies that drive measurable improvements in customer experience sales revenue and operational efficiency

Automation & AI Implementation

• Champion the adoption of automation and AI tools to enhance agent productivity reduce repetitive tasks and improve customer self-service options
• Partner with technology and customer experience teams to implement and optimize Salesforce features chatbots knowledge management systems and workflow automation
• Continuously evaluate emerging technologies and pilot solutions that can deliver meaningful impact on efficiency and customer satisfaction
• Balance automation with human touch ensuring technology enhances rather than diminishes the customer experience

Cross-Functional Collaboration

• Partner closely with Marketing to understand campaign timing messaging and expected volume impacts
• Collaborate with Product and Operations teams to surface customer feedback identify product issues and drive resolution
• Work with Training & Development to ensure team capabilities evolve with product launches and changing customer needs
• Engage with Marketing QA and Customer Experience to ensure seamless handoffs and a consistent customer journey experience
• Coordinate with IT on system enhancements integrations and technical issue resolution

Continuous Improvement Culture

• Foster a mindset of continuous improvement where problems are identified quickly and addressed systematically
• Implement feedback loops that capture insights from frontline agents customer experience brand reputation and QA and translate them into effective improvements
• Track relevant data and KPI performance trends to appropriately guide improvement effort resources
• Work with and/or lead quality assurance programs that drive coaching skill development and service consistency
• Encourage experimentation and learning creating safe spaces for testing new approaches

Team Leadership & Culture Development

• Build and sustain a positive enthusiastic accountable culture that celebrates wins recognizes contributions and values team members
• Create transparency around goals strategies and performance so everyone understands where were going and why
• Address issues directly and constructively creating an environment where problems surface quickly and are resolved collaboratively
• Maintain high ethical standards in all decisions especially regarding customer promises data handling and team treatment
• Champion the Customers and pets first mindset ensuring quality and integrity drive every interaction
• Move decisively where speed creates advantage while applying rigor to decisions with lasting impact

Qualifications (Note: We strongly encourage you to apply even if you dont tick ALL of these boxes.):

• Excellent relational skills and ability to get things done through teamwork persuasion and influence.
• Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
• Proven ability to use data analytics to drive operational quality and financial performance in accordance with system established goals.
• Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements monitor workforce software and adjust staffing according to volume is necessary.
• Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
• Excellent work ethic leadership skills interpersonal and organizational skills
• Required Education: Bachelors Degree
• Preferred Education: Masters in Data Science

• Required Experience:

  • 10 years in customer support operations with at least 5 years in senior leadership roles
  • Proven track record managing large remote teams
  • Experience in high-volume omni-channel contact center environments
  • Deep familiarity with Salesforce Service Cloud and working in a remote digital environment
  • History of successfully applying workflow automations and AI tools to improve efficiency and performance

• Preferred Experience:

  • Proven track record managing 300 employee teams (300 employees preferred)
  • Deep familiarity with Netsuite Five9 Cresta and Clavio

• Comprehensive healthcare coverage We cover100% of premiumsfor medical dental and vision plans for employee-only plans.
• Annual bonus
• We match up to3.5% of your 401k contributions ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health daysan Employee Assistance Program free weekly yoga and meditation classes and additional mental health benefits because we take a holistic approach to your well-being.
• Invest in your future with ourEmployee Stock Ownership Plan where company contributions fund your retirement plan with company stock.Learn more.
• Reimbursements for a portion of personal cell phone and internet usagefor eligible employees.
• Professional developmentopportunitieswith mentorship continuous learning programs and performance-based pay increases empowering you to progress and excel in your career.
• Through our charity sponsorships you can make a positive impact on communities worldwide. Weve donated over$9 millionto date.
• Potential for quarterly KPI bonuses.

The base salary range is $110000-$165000 plus bonus potential.

The posted salary range in this job posting reflects data based on Californias cost of labor analysis. This salary range is subject to change per state; please clickhere to find the pay differential in your state of residence if the role is remote.

Salary is based on a wide range of factors that include relevant experience knowledge skills other job-related qualifications and geographical location.