Director, Customer Service Operations
About The Position
As the Director, Customer Experience for our Luxury Brands, you will manage and guide all aspects of consumer and customer service delivery across our luxury product brand portfolio in North America. This role oversees high-touch service operations, including order entry, technical product support, warranty services, and direct B2B and B2C interactions across remote, hybrid, and in-person teams. You will bring a strong understanding of contact center operations, supply chain collaboration, and service transformation to drive quality, efficiency, and an elevated brand experience. We value individuals who can Think Fast, using data and technology to inform decisions and improve service models; Work It Together, building trust-based partnerships across diverse teams and locations; and Make the Hard Call, confidently navigating complexity with thoughtful, balanced decision-making. POSITION LOCATION: This position is eligible for a hybrid schedule based out of Deerfield, IL. Effective fall 2025, Fortune Brands will transition to a new world-class campus in Deerfield, bringing together associates from across our U.S. offices, brands, and functions. The campus will offer vibrant workspaces for collaboration, along with amenities for dining, onsite daycare, fitness and recreation.
Requirements
- Bachelor’s degree in Business, Communications, Supply Chain, or related field OR High School diploma with 15+ years requisite experience.
- 10+ years of leadership in customer service, contact centers, or luxury service environments.
- Experience leading remote/hybrid teams and large, high-touch operations.
- Knowledge of B2B customer service, order fulfillment, and supply chain workflows.
- Proficient with CRM, EDI, and contact center platforms.
- Strong analytical, communication, and cross-functional collaboration skills.
- Willingness to travel and work flex hours as needed.
Nice To Haves
- Advanced degree (MBA or similar).
- Background in luxury goods, hospitality, or high-touch service sectors.
- Experience in CX strategy, digital transformation, or contact center innovation.
- Familiarity with outsourced customer service models.
- Ability to influence senior leadership and lead large-scale change.
Responsibilities
- Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio.
- Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico.
- Foster development and succession planning while promoting an inclusive and engaged service culture.
- Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels.
- Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction.
- Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment.
- Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions.
- Implement service improvements using customer feedback, data insights, and operational trends.
- Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience.
- Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies.
- Partner with HR and Talent teams to recruit, onboard, and develop service professionals who embody our brand standards and values.
- Create a culture of coaching, recognition, and continuous learning.
- Encourage a collaborative, growth-oriented, and inclusive culture across hybrid and remote environments.
- Drive engagement strategies that support retention, morale, and team connection.
- Ensure compliance with company policies, regulatory requirements, and customer care protocols.
- Oversee regular quality audits, coaching loops, and service reviews.
Benefits
- employees will participate in either an annual bonus plan based on company and individual performance, or a role-based sales incentive plan
- robust health plans
- a market-leading 401(k) program with a company contribution
- product discounts
- flexible time off benefits (including half-day summer Fridays per policy)
- inclusive fertility / adoption benefits
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What This Job Offers
Job Type
Full-time
Career Level
Director
Number of Employees
5,001-10,000 employees
