Senior Manager / Director, Customer Service

The ideal candidate is a collaborative leader who puts the customer first, challenges the status quo, and looks for better and more efficient ways of working. This role will partner closely with Sales and Supply Chain to improve the end-to-end customer experience and explore opportunities to leverage technology, automation, and AI to modernize customer service operations.

Key Responsibilities

Customer Experience & Advocacy

• Champion a customer-first culture, ensuring customer needs and feedback are represented in business decisions.
• Drive improvements in customer satisfaction, service levels, responsiveness, and issue resolution.
• Identify recurring customer challenges and partner across the organization to deliver meaningful, lasting solutions.

Process Improvement & Efficiency

• Continuously evaluate and improve customer service processes to simplify workflows and eliminate inefficiencies.
• Leverage data and performance metrics to identify opportunities and drive measurable improvements.
• Explore automation and technology solutions to reduce manual work and create a more efficient, scalable operation.

Cross-Functional Partnership

• Build strong partnerships with Sales and Supply Chain to align priorities and deliver a seamless customer experience.
• Collaborate to resolve customer challenges, improve service performance, and address opportunities across the order-to-delivery process.
• Bring the voice of the customer into cross-functional discussions and drive shared accountability for customer outcomes.

Innovation & Team Leadership

• Lead, develop, and engage a Customer Service team of approximately 20 associates globally focused on accountability, collaboration, and continuous improvement.
• Demonstrate curiosity and interest in leveraging AI and emerging technologies to improve processes, enhance customer interactions, and transform how customer service operates.
• Encourage new ideas and support the adoption of better ways of working.

Qualifications & Experience

• 8+ years of experience in Customer Service, Customer Experience, or Operations, with demonstrated leadership experience in customer direct and distributor channel environments.
• Global leadership experience managing directly and indirectly organizations.
• Proven ability to improve processes, drive operational efficiency, and deliver a strong customer experience.
• Experience partnering across functions, particularly Sales and Supply Chain.
• Strong problem-solving, analytical, communication, and people leadership skills.
• Interest or experience in leveraging technology, automation, and AI to improve business processes.
• A collaborative, forward-thinking leader who is comfortable driving change and challenging existing ways of working.