Director of Customer Success Operations

iRESTORE•Los Angeles, CA

31d•Hybrid

About The Position

The Director of Customer Success is a strategic leader responsible for designing, scaling, and optimizing the end-to-end customer support operating model for a fast-growing health and beauty eCommerce brand. This role owns the strategy, systems, structure, and future state of Customer Sales & Support, ensuring revenue goals, operational stability, scalability, and a best-in-class customer experience are achieved across all channels (email, chat, phone, social, and marketplaces). The ideal strategist and builder we are looking for does not manage daily frontline execution. Instead, they partner closely with the Customer Success Manager, who owns training, coaching, hiring, and platform administration of CS Associates. This role focuses on the “how, why, and what’s next” of Customer Success through AI, automation, analytics, and cross-functional alignment.

Requirements

8–12+ years of experience in Customer Support / Customer Experience leadership, preferably in eCommerce, health, beauty, or DTC brands.
Proven experience scaling customer support operations in high-growth environments.
Strong background in AI, automation, CX platforms, and operational analytics.
Deep understanding of omnichannel support, quality management, and workforce planning.
Highly strategic, systems-oriented, and data-driven mindset.
Sales Experience: Demonstrated track record owning revenue, retention, save, and win-back metrics inside a CS/CX function — with comfort personally taking inbound sales and retention conversations to understand the gaps.
Support Experience: Strong omnichannel support background — but candidates whose experience leans support-only (without sales/retention ownership) will not be a fit, even with strong brand or builder alignment.
Technical Systems Builder: Hands-on experience implementing CS systems and platforms with complex workflows in eCommerce environments — including AI, multilingual prompt design for inbound calls, and integrating CS into a Mobile App alongside Marketing/Retention.
Global / BPO Management Direct experience leading large international/offshore teams (Philippines preferred but not required) — well-acquainted with offshoring, cross-cultural management, and BPO governance.
Brand & Reputation Builder: Demonstrated history of lifting Trustpilot, BBB, or comparable public review/reputation scores by introducing new processes — not just operating what already exists.
Exceptional cross-functional communication and executive presence.

Responsibilities

Own revenue and retention goals across the Customer Success organization, treating Sales & Retention as the primary growth lever within CS rather than a back-office support function.
Partner with the senior leadership team to set quarterly revenue, conversion, save, and win-back targets — and hold the CS team accountable to hitting them.
Design and continuously optimize refund, save, and win-back motions; treat retention as a sales discipline, not a support workflow, with measurable revenue saved as a north-star metric.
Build and lead a full-stack CS team that handles both sales and support; expect leaders (and themselves) to roll up their sleeves on inbound sales and retention conversations to surface gaps and stay close to the customer.
Partner with Marketing on lifecycle, promotional, and post-purchase programs that translate directly into mobile app, upsell, cross-sell, and reactivation activities attributed to the CS team.
Own and execute the Customer Support strategy aligned with business growth, brand promise, and customer expectations.
Design scalable operating models, workflows, and governance frameworks across in-house and outsourced teams.
Ensure operational stability, consistency, and quality across all customer touchpoints.
Partner cross-functionally with Product, Marketing, Operations, and Sales to plan, prepare, and enable customer support readiness for product launches, ensuring teams are equipped with the right training, tools, FAQs, and escalation paths.
Translate business objectives into clear processes, playbooks, launch-specific support materials, and performance standards that scale as the organization grows.
Lead the design and rollout of AI-powered and automation-first support workflows (chatbots, macros, self-service, deflection strategies).
Evaluate, implement, and optimize CS platforms and tools (CRM, helpdesk, QA, workforce management, analytics).
Drive efficiency, cost optimization, and improved response times through smart automation and tooling.
Build and tune multilingual AI/IVR experiences — designing prompts and conversational flows for inbound callers across the languages our customers use.
Partner with the Marketing Retention team to extend CS/CX into the iRESTORE Mobile App — designing in-app support, messaging, and self-service flows that turn the app into a primary CS channel.
Bring a proven track record of implementing CS systems and platforms with complex workflows and tool integrations across the eCommerce stack (CRM, helpdesk, OMS, marketing automation, review platforms).
Stay ahead of CX and AI trends in health, beauty, and eCommerce.
Define and own KPIs, scorecards, and dashboards (CSAT, NPS, AHT, FCR, QA, conversion impact, cost per contact).
Establish a scalable quality management framework in partnership with the Customer Service Manager.
Use data and insights to identify root causes, trends, and opportunities for continuous improvement.
Ensure consistent performance reporting and executive-level visibility.
Lead and scale a globally distributed CS organization, with hands-on experience managing offshore teams (Philippines, LATAM, or similar) at significant headcount.
Bring proven cross-cultural leadership experience — building shared standards, performance expectations, and operating cadences across teams in different geographies and cultures.
Own vendor and partner selection, SOWs, QBRs, SLAs, and performance management; ensure offshore partners deliver the same brand voice and customer experience as in-house teams.
Serve as the strategic counterpart to the Customer Service Manager, enabling strong execution through systems and structure.
Influence, mentor, and guide senior support leaders without direct frontline management.
Build scalable frameworks that empower teams to succeed as the organization grows.
Report directly to the Director of Customer Experience.