Director, Service Optimization (Customer Service) - Remote

About the position

The Director, Service Optimization is a strategic leader responsible for enhancing service delivery and workforce management optimization. This role focuses on improving member experience, optimizing processes, and leveraging technology for operational efficiency. The Director will act as a liaison between IT and Operations, ensuring the implementation of new technologies and driving continuous improvement across all service touchpoints.

Responsibilities

• Lead the technical execution of a multi-year roadmap for service optimization, incorporating people, process, and technology perspectives.
• Collaborate with cross-functional teams including IT, Operations, and Business Integration to ensure seamless execution of strategic initiatives.
• Develop and implement strategies, controls, and roadmaps to ensure continued improvement in the synchronization of systems, people, processes, and performance.
• Oversee the implementation and optimization of CRM, telephony, and other critical technologies, ensuring alignment with business requirements and operational needs.
• Assess current state operations, identify improvement opportunities, and implement strategies to enhance service delivery and customer satisfaction.
• Manage large-scale projects targeting efficiency gains and enhanced member experiences, utilizing methodologies such as Agile, SDLC and human-centered design thinking.
• Direct Workforce Management team that monitors real-time performance and adherence to defined schedules and off-line activity.
• Oversee forecasting and scheduling models as well as workforce management tools used to forecast call volume, create staffing requirements, and generate work schedules.
• Prepare both daily and long-term staffing requirements and adjust schedules based on dynamic needs.
• Develop and monitor performance metrics to assess the effectiveness of service operations and identify areas for improvement.
• Serve as the primary liaison between Commercial Service Operations business units and IT, to develop joint plans for system implementations and enhancements.
• Partner with to drive business readiness and successful implementation of Salesforce and other technologies.
• Foster a culture of collaboration and transparency, building strong relationships with key stakeholders across the organization.

Requirements

• Bachelor's Degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience.
• 8 years experience in service center operations or Scheduling/Forecasting within a Call Center environment.
• 3 years management experience in workforce management or service optimization related fields.

Nice-to-haves

• MBA or equivalent masters level degree.
• Experience with CRM systems (i.e. Salesforce), telephony solutions (i.e. NICE, GENESYS), AI-driven insights platforms and customer engagement technologies.
• Proven track record of leading large-scale, mission-critical projects and driving operational efficiencies.
• Experience executing strategic roadmaps to achieve organizational goals and performance outcomes.

Benefits

• Comprehensive benefits package
• Various incentive programs/plans
• 401k contribution programs/plans