TASC-Director of Customer Service
About The Position
The Director of Customer Service leads and manages operations across the customer lifecycle, including traditional and specialty onboarding, EDI coordination, and customer care. The role owns the service experience for distributors, clients, and participants throughout their respective lifecycles, and directly oversees people, processes, platforms, projects, and process improvements aimed at customer retention, growth, and continuous improvement. The Director provides leadership and direction to customer-facing managers and supervisors, oversees customer service delivery, and establishes service standards, performance expectations, and accountability measures aligned with organizational goals. The role also manages functional resources and budgetary requirements, monitors performance, and operates in accordance with TASC’s Employee Handbook, policies, and procedures.
Requirements
- Education and/or experience equivalent to a bachelor's degree from an accredited college or university in Business Administration or a related discipline.
- 10+ years of progressive experience in customer services management, customer experience, account management, customer success, or customer service.
- 5+ years of leadership experience managing leaders and customer-facing teams.
- Experience leading customer lifecycle, retention, and service delivery functions.
- Ability to shape customer relationship management strategies to improve marketplace position.
- Knowledge of customer experience and customer lifecycle management, including establishing service standards, optimizing resources, and delivering efficient, high-quality service.
- Ability to analyze customer experience metrics, service levels, and operational performance to improve outcomes and support organizational goals.
Responsibilities
- Develop and execute the customer experience strategy across onboarding, ongoing relationship management, and customer care.
- Design and implement customer experience programs, service standards, and retention strategies.
- Define, monitor, analyze, and improve customer experience metrics, including satisfaction, retention, service levels, and operational efficiency.
- Set performance expectations, service standards, and accountability measures aligned with organizational goals.
- Provide leadership and direction to managers and supervisors responsible for the customer lifecycle.
- Lead strategic retention initiatives, including At-Risk Large Client Processes, and develop solutions to improve retention.
- Oversee customer service delivery to distributors, clients, and participants through phone calls, support requests, and chats.
- Define and improve functional key performance indicators and service-level expectations.
- Measure, analyze, and communicate individual and departmental performance to support continuous improvement.
- Conduct employee performance reviews and set functional performance expectations.
- Manage resourcing and functional budgetary requirements.
- Follow TASC’s Employee Handbook, policies, and procedures.
- Perform additional duties as requested by the supervisor and/or management.
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What This Job Offers
Job Type
Full-time
Career Level
Director
