National Director, Customer Service

Young Innovations•,

1d•Remote

About The Position

Young Innovations is seeking a National Director, Customer Service to build, standardize, and lead the customer service function across multiple business units. The role is responsible for setting a unified customer experience strategy and consistent service standards while allowing flexibility for the distinct brands, products, markets, and customer profiles within each business. The director will provide executive leadership with portfolio-wide and business-unit-level performance visibility and determine which services should be centralized and which should remain decentralized. This hands-on leadership role oversees customer service strategy, operations, technology, budgets, teams, staffing, and workforce planning across multiple locations and brands. It includes modernizing systems and processes using technology, including Artificial Intelligence, and partnering with business-unit leaders and cross-functional teams to align customer service priorities with business goals. The position reports to the Chief Commercial Officer and is fully remote, with travel of up to 20% of the time.

Requirements

Bachelor's degree in Business, a related field, or equivalent experience.
At least 8 years of progressive customer service leadership experience.
At least 3–5 years managing multi-site, multi-brand, or multi-business-unit teams.
Proven ability to standardize processes across diverse teams while allowing local autonomy.
Excellent stakeholder management skills, including the ability to influence leaders who are not direct reports.
Excellent creative problem-solving skills and ability to develop solutions to customer opportunities or concerns.
Superior written and verbal communication skills across all levels of the organization.
Strong project management skills.
Bias for action and a sense of urgency in a fast-paced, entrepreneurially minded organization.
Demonstrated proficiency in verbal and written English communication, with the ability to convey information clearly, accurately, and professionally across all levels of the organization.
Demonstrated proficiency with relevant web and e-commerce tools and platforms, such as CRM, Excel, and PowerPoint.
Ability to travel up to 20% of the time.
For remote work, ability to maintain a reliable internet connection, productive and distraction-free work environment, and availability during established business hours; self-motivation, organization, accountability, and participation in virtual collaboration and team activities are expected.

Nice To Haves

Experience in a holding company, franchise, multi-brand retail or consumer, or private equity portfolio company environment is strongly preferred.

Responsibilities

Develop and implement a unified customer service strategy, service-level standards, and quality benchmarks across Young Innovations.
Create scalable, repeatable processes and playbooks that can be adapted across business units while respecting distinct customer bases and product and service offerings.
Establish consistent customer service KPIs, such as CSAT, NPS, first-contact resolution, and average handle time, while allowing appropriate business-unit-specific targets.
Identify opportunities to centralize shared services and determine what should remain decentralized.
Oversee selection, implementation, and optimization of customer service technology, including CRM, ticketing systems, and phone and chat platforms, prioritizing integration and data visibility.
Standardize training programs, onboarding, and quality assurance processes across business units.
Build reporting dashboards that show portfolio-wide and business-unit-level performance to executive leadership.
Lead initiatives to implement and modernize systems, leveraging Artificial Intelligence to drive efficiencies.
Manage budgets across multiple cost centers and business units.
Recruit, lead, and develop customer service managers and teams across Young Innovations.
Build a cohesive leadership structure and reporting hierarchy spanning multiple locations and brands.
Foster a consistent culture of service excellence while respecting individual business-unit identities.
Manage staffing models, scheduling, and workforce planning across units to optimize coverage and cost.
Partner with business-unit leadership, including GMs, VPs, and Presidents, to align customer service priorities with business goals.
Act as an escalation point for high-priority or complex customer issues across the portfolio.
Report customer service performance, trends, and risks to executive leadership.
Lead change management when integrating new business units, acquisitions, or process changes.
Stay informed about industry, market, and competitive landscape changes that may impact the business and develop plans to capitalize on opportunities.
Perform other duties as assigned.