Director, Customer Relations

About the Role

We are looking for a strategic and results-oriented Director of Customer Relations to lead and expand our Customer Care Relations division. This executive will be accountable for managing and growing a highly effective customer service team, while spearheading projects that elevate the customer experience throughout and beyond the purchasing process. The role also focuses on driving customer satisfaction, retention, operational efficiency, enhancing long-term customer value, and supporting company-wide growth objectives. Reporting directly to the Vice President of eCommerce and Customer Experience, this position ensures every customer engagement exemplifies our dedication to outstanding service.

Key Responsibilities

• Provide leadership, mentorship, and development for Customer Support Managers, Supervisors, and all team members, fostering a culture centered on customer-first principles and high performance.
• Design and implement scalable organizational structures, workflows, and professional development programs to accommodate future expansion.
• Guide team leaders in performance evaluations, career progression, and succession planning.
• Promote an environment committed to accountability, teamwork, and ongoing enhancement.
• Advocate for the customer's voice within the company and lead initiatives aimed at increasing customer loyalty and satisfaction.
• Define and enforce customer experience standards, ensuring uniform service quality across various sites.
• Manage and resolve customer escalations, analyzing root causes to develop permanent solutions.
• Regularly assess customer touchpoints to recommend and apply enhancements to the overall customer journey.
• Drive continuous improvements to optimize workflows, boost efficiency, and enhance service levels.
• Standardize procedures and best practices to maintain consistency between teams and locations.
• Leverage process optimization and performance management to achieve operational excellence.
• Set, track, and analyze KPIs associated with customer satisfaction, response times, service quality, productivity, and team outcomes.
• Use customer feedback and operational metrics to recognize trends, suggest improvements, and inform strategic business choices.
• Prepare executive reports delivering insights into customer experience and departmental performance.
• Handle forecasting, staffing, and resource allocation to meet business requirements.
• Offer strategic guidance that supports organizational growth and customer success.
• Collaborate closely with Operations, Sales, Marketing, Production, and other teams to identify improvement opportunities and implement scalable processes that enhance customer experience.
• Keep abreast of industry developments, new technologies, and best practices in customer experience to continuously advance the customer care function.

Required Qualifications

• Bachelor’s degree or equivalent education and experience combination.
• More than 10 years of progressive leadership roles within Customer Service, Customer Experience, or Operations.
• At least 5 years managing large, multi-location customer service teams.
• Proven track record in building, developing, and steering top-performing customer service groups.
• Experience in elevating customer satisfaction, service delivery, and operational metrics.
• Solid expertise in process improvements, change management, and driving continuous improvement.
• Competence in using KPIs, analytics, and customer insights to guide decision-making.
• Skilled in CRM platforms and customer service-related technologies.
• Excellent leadership, communication, coaching, and relationship development abilities.
• Experience with budgeting, forecasting, and workforce planning preferred.

Success Factors

• A genuine passion for delivering outstanding customer experiences.
• Strategic mindset complemented by a proactive leadership approach.
• Ability to build strong cross-departmental collaborations.
• Data-focused and committed to continual process enhancements.
• Adaptability to lead change within a dynamic and growth-driven environment.
• Talent in developing personnel, mentoring leaders, and cultivating motivated, effective teams.
• Customer centricity combined with a strong operational focus and commitment to service excellence.

Equal Opportunity Employer

4over is dedicated to equal opportunity employment. We provide fair hiring practices without discrimination based on race, color, sex, national origin, age, religion, disability, or any other legally protected category. We actively promote recruitment, hiring, training, and advancement of minorities, women, veterans, and persons with disabilities.