Director of Customer Service

Location: San Diego, CA (On-site) - Relocation offered

Full-Time | Target Total Compensation: ~$200,000 ($160-190k base)+ Annual Incentive

Confidential Executive Search

Our client is seeking a transformational Director of Customer Service to lead a team of approximately 60 customer operations professionals. Reporting to the COO, this executive will drive service excellence, operational performance, leadership development, quality, and continuous improvement across the organization.

What You'll Do

• Lead customer support, operations, quality assurance, workforce planning, and training.
• Elevate the customer experience through process improvement and operational excellence.
• Develop managers, build accountability, and create high-performing teams.
• Leverage Salesforce, analytics, automation, and AI to improve service delivery.
• Partner with executive leadership to support organizational growth and strategic initiatives.

What We're Looking For

• 12+ years of leadership experience in Customer Experience, Contact Center, or Operations.
• Proven success leading teams of 30+ through growth and transformation.
• Expertise in quality, workforce management, coaching, and process improvement.
• Strong knowledge of Salesforce and customer service technologies.
• Experience in complex, regulated, or compliance-driven environments is preferred.

This is an outstanding opportunity for a hands-on leader who enjoys building teams, improving operations, and creating exceptional customer experiences.

This search is being conducted on a confidential basis. Company details will be shared with qualified candidates during the interview process.