Senior Director, Customer Service

Summary

Join Colibri as a Senior Director of Customer Service to lead and develop a world-class customer service strategy across all channels. You will lead, mentor, and grow a team of customer service leaders and representatives. Responsibilities include driving operational excellence, collaborating cross-functionally, overseeing technology implementation, managing budgets and staffing, and fostering a culture of continuous learning. The ideal candidate is customer-obsessed, data-driven, and experienced in managing large, distributed customer service teams. Success requires strategic thinking, strong analytical skills, and exceptional communication and leadership abilities. This role offers the opportunity to significantly impact customer satisfaction and loyalty within a high-growth organization.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related field; MBA or equivalent advanced degree preferred
• 10+ years of progressive leadership experience in customer service or customer experience roles, including 3+ years in a senior leadership capacity
• Demonstrated success managing large, distributed customer service teams, including internal teams and third-party providers
• Proven ability to develop and execute strategic initiatives that improve customer outcomes and operational performance
• Deep understanding of customer service technologies, including CRM and omnichannel support platforms
• Strong analytical and problem-solving skills with a data-driven approach to decision-making
• Exceptional communication, interpersonal, and leadership skills
• Experience in a high-growth or transformation-focused organization

Responsibilities

• Develop and implement a customer service strategy to enhance satisfaction and loyalty
• Lead, mentor, and grow a team of customer service leaders and representatives across multiple channels (phone, email, chat)
• Drive operational excellence by setting performance standards, KPIs, and metrics for the customer service organization
• Collaborate cross-functionally with Product, Sales, Marketing, and Operations to align customer service initiatives with company goals and business unit objectives
• Oversee the implementation of customer service technologies, including CRM platforms, help desk systems, and self-service tools
• Oversee staffing plans and models to meet capacity needs based on deep understanding of contact volumes and their drivers
• Monitor and analyze customer feedback and trends to identify opportunities for continuous improvement
• Manage budgets, staffing plans, and resource allocation to optimize service delivery
• Foster a culture of accountability, empowerment, and continuous learning
• Lead initiatives to improve First Contact Resolution (FCR), Customer Effort Score (CES), Customer Satisfaction (CSAT), and other key performance metrics
• Ensure compliance with company policies, legal regulations, and industry best practices

Preferred Qualifications

• Background in customer experience (CX) strategy and voice of the customer (VoC) programs
• Experience with Five9 contact center software and Balto, Cresta, or other AI solutions
• Change management training and experience