Director Operations - Customer Service

About the Role:  In this pivotal leadership position, you will serve as a key driver of organizational success by leading and developing a team of front-line customer service leaders. Your role will be instrumental in shaping a strong, positive culture while championing continuous improvement across processes, metrics, and key initiatives. You will provide oversight to multiple market segment teams, ensuring that day-to-day operations align seamlessly with long-term strategic goals.Beyond managing operations, you will take the lead in directing, planning, and executing strategies that reinforce the company’s mission, vision, and values. You will play a central role in ensuring that all policies, procedures, and functions not only meet internal standards but also comply with external regulations. This position requires a thoughtful balance of strategic vision and operational execution, guaranteeing that service delivery is efficient, effective, and responsive to organizational needs.About You:  You bring proven experience in a customer service environment, giving you the insight and expertise needed to address and solve service-specific challenges. You are passionate about developing leaders who, in turn, empower and inspire frontline staff to deliver consistently exceptional service to our members.Your leadership style is rooted in collaboration, mentorship, and accountability, enabling you to cultivate talent and build teams that thrive in a dynamic environment. You have a track record of attracting, developing, and retaining top talent, ensuring that your teams are not only equipped to meet tactical goals but are also aligned with the organization’s broader strategic objectives. Above all, you are committed to fostering a culture of service excellence, innovation, and continuous growth.