National Director, Customer Service

United StatesRemoteFull-timeexecutive

Customer SupportCustomer Service Representative

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Quick Summary

Requirements Summary

Assess which customer service functions should be centralized as shared services and which should remain decentralized to support local business needs.

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Customer SupportCustomer Service Representative

We are seeking a strategic, hands-on leader to build and lead a unified customer service function across multiple business units and brands. In this fully remote role, you will shape customer service strategy, establish consistent service standards, and improve operational efficiency while preserving the unique needs of each business. You will oversee technology modernization, including the use of artificial intelligence, to streamline workflows and enhance the customer experience. Working closely with executive leadership and cross-functional partners, you will drive measurable performance improvements and provide clear visibility into service quality across the organization. You will also recruit and develop customer service leaders, guide change management, and determine which services should be centralized or managed locally. This opportunity is ideal for an action-oriented leader who thrives in a fast-paced, entrepreneurial environment and enjoys influencing stakeholders across a complex, multi-brand organization.

Customer Service Strategy: Develop and implement a unified customer service strategy, including service-level standards, quality benchmarks, and scalable operating practices across multiple business units.
Process Standardization: Create repeatable processes, playbooks, and service guidelines that promote consistency while accommodating differences in customer needs, brands, products, and markets.
Performance Measurement: Establish and monitor key performance indicators, including customer satisfaction (CSAT), Net Promoter Score (NPS), first-contact resolution, and average handle time, adapting targets to individual business requirements where appropriate.
Operating Model Optimization: Assess which customer service functions should be centralized as shared services and which should remain decentralized to support local business needs.
Technology and Innovation: Oversee the selection, implementation, integration, and optimization of CRM systems, ticketing tools, phone and chat platforms, and other customer service technologies.
AI-Driven Modernization: Lead initiatives that leverage artificial intelligence to modernize existing systems, improve workflows, and increase operational efficiency.
Reporting and Analytics: Build dashboards and reporting frameworks that provide executive leadership with clear visibility into customer service performance across the overall portfolio and individual business units.
Training and Quality Assurance: Standardize onboarding, training programs, quality assurance processes, and service delivery practices across teams.
Team Leadership and Development: Recruit, lead, coach, and develop customer service managers and their teams, establishing an effective leadership structure across multiple locations and brands.
Workforce Planning: Manage staffing models, scheduling, workforce capacity, and resource allocation to optimize customer coverage, service quality, and operating costs.
Cross-Functional Collaboration: Partner with Marketing, Product Management, Sales, Commercial Excellence, and business unit leaders, including general managers, vice presidents, and presidents, to align service priorities with broader business objectives.
Customer Escalations: Serve as an escalation point for complex or high-priority customer issues, ensuring timely resolution and appropriate follow-up.
Executive Communication: Report on service performance, emerging trends, operational risks, and improvement opportunities to executive leadership.
Change Management: Lead customer service integration and transformation initiatives associated with acquisitions, new business units, technology changes, and evolving processes.
Continuous Improvement: Monitor industry developments, customer expectations, and competitive trends to identify opportunities to improve service delivery and strengthen business performance.

Requirements

~2 min read

Education: Bachelor’s degree in Business or a related field, or equivalent professional experience.
Leadership Experience: At least eight years of progressive customer service leadership experience, including three to five years managing teams across multiple sites, brands, or business units.
Multi-Business Environment: Experience in a holding company, franchise, multi-brand retail or consumer organization, or private equity portfolio company is strongly preferred.
Strategic Standardization: Demonstrated ability to establish consistent service standards and processes across diverse teams while preserving appropriate local autonomy.
Stakeholder Management: Strong ability to influence and collaborate with senior leaders and stakeholders who may not report directly to you.
Customer Experience Expertise: A proven ability to identify customer needs, resolve service challenges, and develop creative solutions that improve satisfaction and operational performance.
Technology Proficiency: Demonstrated experience with relevant web and e-commerce tools and platforms, including CRM systems, Excel, and PowerPoint.
Digital Transformation: Interest in using technology and artificial intelligence to modernize customer service operations and improve efficiency.
Project Management: Strong project management skills, with the ability to coordinate cross-functional initiatives, manage priorities, and deliver results.
Communication Skills: Excellent written, verbal, and presentation skills, including the ability to communicate clearly, accurately, and professionally across all organizational levels.
Leadership Approach: A strong bias for action, sense of urgency, adaptability, and comfort operating in a fast-paced, entrepreneurial environment.
Remote Work Readiness: Ability to work independently from a home office or another approved location, maintain reliable internet access, manage deadlines, and remain engaged through virtual communication and collaboration tools.
Travel Requirements: Ability and willingness to travel up to 20% of the time.