Director of Customer Service

5 hours ago

Mechanicsburg, United States The Carlisle Group (TCG) Full time

The Carlisle Group has been retained to search for a Director of Customer Service. Our client is America’s Most Admired Home Remodeling Brand®, operating in 40+ markets across 20+ states. The company was founded in 2006, employs 3,000+ employees, and is generating $1B+ in sales. They are the leading experts in residential bathroom remodeling, window, and door replacement, specializing in a fast, easy, and convenient home remodeling experience.

Organizational Position

The Director of Customer Service is a member of the Regional Operations leadership team. He/she will report to the Chief Revenue Officer and oversee the customer service team. This position works closely with regional operations leadership, branch leadership, inside operations and legal.

Job Summary

Our client is seeking a visionary transformational customer service leader to redefine and elevate our customer experience. This role focuses on leveraging innovation, technology, and leadership to design and execute a best-in-class service strategy that fosters customer loyalty, enhances satisfaction, and drives business growth. This role offers the opportunity to lead transformative change, redefine customer interactions, and shape the future of service excellence within the organization.

Essential Functions and Key Role Accountabilities

Strategic Leadership:

  • Develop and implement a forward-thinking, scalable, customer service strategy aligned with organizational goals and customer expectations.
  • Drive cultural change to embed a customer-first mindset across the organization.
  • Collaborate with cross-functional teams to integrate customer insights into product, service, and operational improvements.

Customer Experience Transformation:

  • Design and oversee customer journey mapping to identify pain points and opportunities for improvement.
  • Leverage digital transformation tools, including AI, chatbots, and CRM systems, to enhance service delivery and efficiency.
  • Introduce and champion customer-centric practices that build brand trust and loyalty.

Operational Excellence:

  • Implement metrics and KPIs to measure service performance, identify trends, and drive accountability.
  • Optimize customer service workflows and systems to improve responsiveness and resolution times.

Innovation and Change Management:

  • Identify and implement cutting-edge technologies and tools to elevate the customer service function.
  • Manage change initiatives effectively, ensuring seamless adoption of new processes and systems by the team.
  • Stay abreast of industry trends and emerging technologies to keep the organization ahead of the competition.

Team Leadership and Development:

  • Build, inspire, and lead a high-performing customer service team committed to excellence and innovation.
  • Develop robust training programs to ensure team members are equipped with the skills to deliver exceptional service.
  • Foster a culture of continuous learning and professional growth.

What Success Looks Like

Success in this role is defined by the creation and sustained delivery of a customer service experience that transforms the organization into a trusted, customer-centric leader in its industry. This includes measurable improvements in customer satisfaction (e.g., Net Promoter Score, first-contact resolution), enhanced team engagement and retention, and the seamless integration of innovative technologies to optimize service efficiency and personalization. Success is also reflected in a culture where customer-first values are deeply embedded, employees are empowered and motivated, and customer service directly contributes to increased loyalty, retention, and overall business growth. Ultimately, success is achieved when the customer service function evolves into a strategic differentiator and a key driver of the organization’s mission.

Minimum Role Requirements

  • Bachelor’s degree required: Master’s degree in business preferred.
  • A minimum of 8 years in customer service-orientated roles.
  • A minimum of 5 years of experience leading in a management role, with a track record of successfully leading and managing managers in a customer service department.
  • Proven track record as a customer service leader with experience in leading transformative initiatives.
  • Demonstrated success in leveraging technology to improve customer experience and service efficiency.
  • Strong experience in change management and cultural transformation.
  • Strategic thinking with a focus on innovation and long-term impact.
  • Exceptional leadership, communication, and interpersonal skills.
  • Proficiency in data-driven decision-making, with the ability to interpret analytics to inform strategies.
  • Expertise in CRM systems, customer service platforms, and digital tools. Strongly prefer experience with AI and chatbots.
  • Experience with all Microsoft Office products including Outlook, Word, Excel, and PowerPoint.
  • Must have a valid smart phone or smart device to log in to company required systems using two-factor authentication.

Work Environment and Mental or Physical Requirements

  • The standard workweek for this position is Monday – Friday, in office.
  • Must be able to sit and use office equipment (computer, mouse, phone, etc.) for extended periods of time.
  • Requires working indoors in environmentally controlled conditions with standard level of noise common to an office environment including office equipment and co-workers speaking to each other and on phones.
  • While performing the duties of this job, the employee is regularly required to: sit for prolonged periods; repetitive motion of hands/wrists/fingers; concentrate.

Reasonable Accommodation for Disability

Any applicant or employee who believes that a reasonable accommodation is required for purposes of federal or state disability law is required to inform the Talent Acquisition or Human Resources Department to begin the interactive exchange process.

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