Customer Service Director

Keller Executive Search • Baltimore, MD

104d • $199,000 - $243,000

About The Position

As the Customer Service Director in Baltimore, this senior role is accountable for shaping customer service strategy and delivering measurable outcomes across the business. The position partners closely with cross‑functional leaders, drives operational excellence, and scales processes to support growth.

Requirements

• 7+ years in progressively senior roles within the relevant discipline; experience leading managers.
• Demonstrated success building scalable processes and delivering against OKRs.
• Strong analytical and financial acumen; fluency with data tools and business cases.
• Excellent stakeholder management and executive communication skills.
• Working knowledge of applicable local laws, standards, and industry best practices.
• Bachelor’s degree required; advanced degree or certifications are advantageous.

Responsibilities

• Set a clear multi‑year strategy and translate it into quarterly plans with accountable metrics.
• Lead teams with a focus on coaching, psychological safety, and high performance.
• Elevate CSAT/NPS through service design, QA, and knowledge management.
• Build data‑driven operating rhythms, dashboards, and continuous‑improvement loops.
• Own budgets and vendor relationships; negotiate contracts that balance value, risk, and speed.
• Design compliant processes aligned to local regulations and internal policies.
• Partner with Sales, Marketing, and People Operations to execute company priorities.
• Represent the function to senior leadership; prepare crisp updates and decision memos.

Benefits

• Competitive compensation: $199,000–243,000 USD
• Opportunities for professional growth and leadership development.
• Company culture: Flat management structure with direct access to decision‑makers; open communication environment.
• Full medical coverage.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 51-100 employees