Director of Customer Relations

Owning the strategy and operations for customer escalations and back office functions, the full-time Director of Customer Relations will build a best-in-class escalations operation while leveraging technology and outsourcing to enhance efficiency in a remote setting. Key responsibilities Develop and manage the operating infrastructure for escalations, back office operations, credit reporting, and social media support Define a clear vision for the escalations function and drive stakeholder alignment on the roadmap to achieve it Implement technology solutions, including AI tools, to improve agent support and resolution quality Required qualifications Demonstrated experience building and scaling customer escalations or customer relations functions from an unstructured state Strong analytical mindset with a history of implementing metrics and operational structure in ambiguous environments Experience managing outsourced teams as part of the delivery model Practical experience leveraging AI in operational settings Proficiency with ticketing systems and integrating them with data analytics platforms