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DIRECTOR OF CUSTOMER SERVICE

Location: Denver, Colorado

Responsibilities

  • Collaborate with Marketing, Sales, Customer Success and Finance teams to improve customer experience 

  • Establish meetings and communications, team preparedness, associated reporting and agenda requirements 

  • Coordinate with various Support and Operations teams and their functions to maximize productivity and outcomes 

  • Drive implementation of customer service processes and procedures 

  • Influence development and maintenance of customer service systems and supporting improvements to drive higher service levels 

  • Ensure the development and implementation of action plans to maximize program results and effectiveness 

  • Measure and monitor customer service KPIs and metrics to track team goals and drive operational efficiency

  • Evaluate overall performance by analyzing and interpreting data and metrics

  • Review financial information and adjust operational budgets to promote profitability

  • Additional duties as assigned  


Required Skills / Qualifications 

  • 4-10 years of customer support operations experience in an enterprise environment

  • Strong understanding of call center operations, analytics and technology

  • Bachelor’s degree or higher in Business or related field  

  • Experience with Salesforce products - Sales Cloud or Service Cloud

  • Proven ability to increase customer success

  • Excellent analytical and problem-solving capabilities 

  • Proven experience leading business process and system implementation projects 

  • Experience developing and managing financial models and budgets

  • Ability to be highly productive with minimal oversight from senior management

  • Experience with business planning at the managerial and executive levels

  • Able to work simultaneously on multiple engagements and priorities

  • Strong communication and presentation skills. Highly skilled with PowerPoint. 

  • Ability to lead initiatives in a cross-functional environment. 

This employer is an EEO/AA/Veterans/Disabled employer.

 

(720) 689-2244

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