Senior Director, Customer Solutions Operations

Senior Director, Customer Solutions Operations

Role Overview

The senior director is a high‑level customer experience and operations leader responsible for driving performance across the full Serve, Solve, Sell model at multiple global contact center sites.

Essential Duties and Responsibilities

Customer Experience, Service Delivery, and Financial Results: Deliver consistent, high‑quality customer experiences across all sites and accounts; own NPS as a primary performance indicator; ensure teams hit CRT targets; maintain service level and HERO results while meeting or exceeding AOP goals and controlling cost per interaction.

Sales Performance: Build a team that recognizes and acts on sales opportunities as a natural extension of excellent customer service; set clear expectations, coach leaders on sales behaviors, and create accountability structures that improve penetration rates without compromising the customer experience; ensure teams have ...