Senior Director, Consumer & Customer Service- REMOTE

Thorne Research Inc

85d

About The Position

At Thorne, we work to deliver high-quality, science-backed solutions to empower individuals to take a proactive approach to their well-being. Each day begins with a mission to help others discover and achieve their best health. We count on our team members to challenge and push the boundaries to make that happen. At Thorne, you’ll be joining a team of more than 750 passionate individuals committed to our cause of providing superior health solutions at every age and life stage. The Director of Consumer & Customer Service leads Thorne’s customer experience across all channels, DTC, Professional, and International. This role is responsible for defining the vision, building scalable processes, recommending systems if needed, and leading a high-performing team that delivers a seamless, world-class experience at every touchpoint. The Director will transform service from a reactive function into a proactive business capability, one that drives loyalty, operational excellence, and actionable insights across the organization. Success in this role requires a balance of strategic thinking, operational rigor, and people leadership. This position reports to the SVP, Supply Chain & Channel Management. This is a remote position.

Requirements

• 10+ years of progressive experience in customer service, customer success, or operations roles, ideally in consumer goods, wellness, or healthcare industries.
• Proven leadership of multi-channel service organizations (consumer + B2B), including management of teams of 10+ employees.
• Strong analytical and systems orientation; experienced with CRM, ERP, and order management tools; comfortable using data to drive decisions.
• Demonstrated success in improving service metrics and implementing scalable processes and technologies.
• Exceptional communication and collaboration skills, with the ability to influence cross-functional stakeholders and present at the executive level.
• Bachelor’s degree required; advanced degree preferred.

Responsibilities

• Partner with senior DTC and Professional leadership to set the customer service vision and strategy to deliver best-in-class support for consumers, healthcare professionals, and other key customers.
• Lead and develop a high-performing service organization across order management, account support, and customer success, fostering a culture of accountability, and continuous improvement with efficiency and effectiveness as a key outcome.
• Build scalable workflows to enhance efficiency, accuracy, and customer satisfaction while preparing the team for continued growth.
• Partner cross-functionally with Operations, IT, Sales, Supply Chain, and Marketing to resolve issues, optimize order fulfillment and deliver the company’s goals for service.
• Establish clear KPIs and reporting that measure service performance (response times, order accuracy, first-contact resolution, OTIF, etc.) and provide insights to the Executive Team.
• Implement structured training and development programs to strengthen product knowledge, systems expertise, and leadership capability within the team.
• Drive root-cause analysis and corrective actions for service or order issues, ensuring sustainable improvements and customer trust.
• Champion the voice of the customer, representing feedback and insights that inform product, process, and technology decisions across Thorne.

Benefits

• Competitive compensation
• 100% company-paid medical, dental, and vision insurance coverage for employees
• Company-paid short- and long-term disability insurance
• Company-paid life insurance
• 401k plan with employer matching contributions up to 4%
• Gym membership reimbursement
• Monthly allowance of Thorne supplements
• Paid time off, volunteer time off and holiday leave
• Training, professional development, and career growth opportunities

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Bachelor's degree
• Number of Employees: 251-500 employees