The Senior Director of Customer Service is a leadership role responsible for the overall strategy and operations of a company's customer service department. This role involves developing and implementing strategies to ensure customer satisfaction, leading and managing customer service teams, and collaborating with other departments to enhance the overall customer experience.
Here's a breakdown of the key aspects of this role:
Responsibilities: The Senior Director of Customer Service is responsible for strategic leadership, including developing and executing strategies aligned with company goals and identifying improvements for the customer experience. This role also involves team management, such as leading and mentoring teams and fostering a customer-centric culture. Operational excellence is key, overseeing daily operations and managing customer issues. Finally, the role requires cross-functional collaboration with other departments to ensure a seamless customer experience.