Director of Consumer Success

Paradigm Inc.•Virginia Beach, VA

7d•$0 - $100,000•Onsite

About The Position

Paradigm is seeking an experienced Director of Consumer Success to build its new Consumer Success department from the ground up. This role involves designing the team, customer experience, operating model, technology, and performance standards to support students and graduates. The Director will report to the Chief Marketing Officer and will be responsible for building and scaling the department to support Paradigm's growing direct-to-consumer transcript and credentialing services. This is an opportunity to design, build, and scale the Consumer Success department, establishing the operating model, service standards, staffing strategy, technology platform, reporting structure, and performance metrics needed for future growth.

Requirements

Bachelor's degree in Business, Marketing, Communications, Management, or a related discipline (or equivalent experience).
10+ years of progressive leadership experience in Consumer Success, Customer Success, Customer Support, Contact Center Operations, Client Success, Client Relations, or comparable customer-facing leadership roles.
Minimum five years leading managers or professional customer-facing teams within a high-volume business-to-consumer (B2C) environment.
Demonstrated success leading high-volume B2C customer support, customer service, contact center, or customer success operations, including building, scaling, or transforming customer-facing organizations.
Experience managing service level agreements (SLAs), key performance indicators (KPIs), workforce planning, quality assurance programs, and operational reporting within a high-volume customer support environment.
Strong commercial acumen with a proven ability to strengthen customer relationships while supporting business growth.
Experience with Microsoft Dynamics 365, Salesforce, Zendesk, ServiceNow, or comparable CRM/customer service platforms.
Exceptional leadership, communication, organizational, coaching, and relationship-building skills.

Nice To Haves

MBA or other advanced business degree.
Experience in higher education, credentialing, SaaS, technology, financial services, healthcare, insurance, or other high-volume customer service industries.
Experience building a new team, customer support organization, business function, or line of business.
Experience leading organizational change, business transformation, or high-growth initiatives.

Responsibilities

Build a New Consumer Success Organization: Recruit, develop, coach, and lead a high-performing Consumer Success team while creating a culture of accountability, ownership, collaboration, and continuous improvement.
Design the organizational structure, staffing model, onboarding programs, service standards, workflows, KPIs, dashboards, and operating procedures required to support a rapidly growing business.
Design and implement CRM processes, automation, reporting, operational technologies, and AI-enabled workflows that enable a highly scalable Consumer Success organization.
Develop service level standards (SLAs), quality assurance programs, workforce planning strategies, and operational reporting to support a high-volume customer support environment.
Shape the Consumer Experience: Develop the Consumer Success strategy supporting Paradigm's expanding transcript and credentialing services.
Design scalable service models capable of supporting significant increases in customer volume while maintaining an exceptional customer experience.
Develop customer engagement programs that increase satisfaction, loyalty, retention, advocacy, and long-term customer value.
Support Commercial Growth: Partner with Sales and Marketing to strengthen customer relationships, increase retention, support revenue growth, encourage referrals, and accelerate adoption of future products and services.
Build for Scale: Develop scalable systems, documentation, operational processes, reporting, dashboards, and technology that support long-term growth.
Develop staffing models, workforce planning strategies, and operational capacity plans to ensure exceptional customer service during seasonal peaks and periods of rapid business growth.
Monitor departmental KPIs and provide executive reporting that enables data-driven decision making.
Lead at the Executive Table: Partner closely with Client Relations, Sales, Marketing, Operations, Product Management, Information Technology, and Executive Leadership to deliver a seamless customer experience.
Represent Consumer Success during executive planning sessions and strategic growth initiatives.