Director, Customer Service

We’re Looking For A(n): Director, Customer Service

Location: Hybrid (El Segundo, CA and/or Burbank/North Hollywood, CA)

What You’ll Be Doing: The Director of Customer Support leads a large distributed team of customer service professionals delivering omni-channel support (phone, chat, email) for multiple pet food brands within the Salesforce environment. This role requires a data-driven leader who can manage high-volume, campaign-driven customer interactions while fostering operational excellence, implementing intelligent automation, and cultivating an innovative continuous improvement performance culture aligned with maximizing customer satisfaction, brand education, and business growth.

Strategic Leadership & Operations Management

• Direct all customer support operations across phone, chat, and email channels for multiple pet food brands, ensuring consistent service excellence and brand alignment
• Develop and execute strategic roadmaps that balance immediate operational demands with long-term capability building and operational efficiency
• Manage distributed workforce across Utah, California, Georgia, and Texas, optimizing for regional strengths and coverage needs
• Anticipate and plan for volume surges driven by advertising, discount activity, and virtual sales letter campaigns, ensuring appropriate staffing and resource allocation

Data-Driven Performance Management

• Establish, monitor, and optimize key performance indicators including CSAT, first contact resolution, response times, handle times, revenue per contact, and cost per contact
• Build robust reporting frameworks and dashboards that provide real-time visibility into team performance, channel efficiency, and customer sentiment
• Leverage analytics to identify trends, diagnose issues, and uncover opportunities for service improvement
• Translate data insights into actionable strategies that drive measurable improvements in customer experience, sales revenue, and operational efficiency

Automation & AI Implementation

• Champion the adoption of automation and AI tools to enhance agent productivity, reduce repetitive tasks, and improve customer self-service options
• Partner with technology and customer experience teams to implement and optimize Salesforce features, chatbots, knowledge management systems, and workflow automation
• Continuously evaluate emerging technologies and pilot solutions that can deliver meaningful impact on efficiency and customer satisfaction
• Balance automation with human touch, ensuring technology enhances rather than diminishes the customer experience

Cross-Functional Collaboration

• Partner closely with Marketing to understand campaign timing, messaging, and expected volume impacts
• Collaborate with Product and Operations teams to surface customer feedback, identify product issues, and drive resolution
• Work with Training & Development to ensure team capabilities evolve with product launches and changing customer needs
• Engage with Marketing, QA, and Customer Experience to ensure seamless handoffs and a consistent customer journey experience
• Coordinate with IT on system enhancements, integrations, and technical issue resolution

Continuous Improvement Culture

• Foster a mindset of continuous improvement where problems are identified quickly and addressed systematically
• Implement feedback loops that capture insights from frontline agents, customer experience, brand reputation, and QA, and translate them into effective improvements
• Track relevant data and KPI performance trends to appropriately guide improvement effort resources 
• Work with and/or lead quality assurance programs that drive coaching, skill development, and service consistency
• Encourage experimentation and learning, creating safe spaces for testing new approaches

Team Leadership & Culture Development

• Build and sustain a positive, enthusiastic, accountable culture that celebrates wins, recognizes contributions, and values team members
• Create transparency around goals, strategies, and performance so everyone understands where we're going and why
• Address issues directly and constructively, creating an environment where problems surface quickly and are resolved collaboratively
• Maintain high ethical standards in all decisions, especially regarding customer promises, data handling, and team treatment
• Champion the "Customers and pets first" mindset, ensuring quality and integrity drive every interaction
• Move decisively where speed creates advantage while applying rigor to decisions with lasting impact

Qualifications (Note: We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• Excellent relational skills and ability to get things done through teamwork, persuasion, and influence. 
• Demonstrated diplomacy and patience skills in interacting with consumers and colleagues.
• Proven ability to use data analytics to drive operational, quality and financial performance in accordance with system established goals.
• Technical acumen required to assess software and systems required to support company needs; the ability to identify technical requirements, monitor workforce software and adjust staffing according to volume is necessary.
• Superior written and oral communication skills; ability to persuasively present and communicate to support business objectives.
• Excellent work ethic, leadership skills, interpersonal and organizational skills
• Required Education: Bachelors Degree
• Preferred Education: Masters in Data Science

• Required Experience:

  • 10+ years in customer support operations with at least 5 years in senior leadership roles
  • Proven track record managing large remote teams
  • Experience in high-volume, omni-channel contact center environments
  • Deep familiarity with Salesforce Service Cloud and working in a remote digital environment
  • History of successfully applying workflow automations and AI tools to improve efficiency and performance

• Preferred Experience: 

  • Proven track record managing 300+ employee teams (300+ employees preferred)
  • Deep familiarity with Netsuite, Five9, Cresta, Attentive SMS and Klayvio

• Comprehensive healthcare coverage – We cover 100% of premiums for medical, dental, and vision plans for employee-only plans.
• Annual bonus
• We match up to 3.5% of your 401k contributions, ensuring your retirement savings grow alongside your career.
• 6 paid sick and mental health days, an Employee Assistance Program, free weekly yoga and meditation classes, and additional mental health benefits, because we take a holistic approach to your well-being.
• Invest in your future with our Employee Stock Ownership Plan, where company contributions fund your retirement plan with company stock. Learn more.
• Reimbursements for a portion of personal cell phone and internet usage for eligible employees.
• Professional development opportunities with mentorship, continuous learning programs, and performance-based pay increases, empowering you to progress and excel in your career.
• Through our charity sponsorships, you can make a positive impact on communities worldwide. We’ve donated over $9 million to date.
• Potential for quarterly KPI bonuses.

The base salary range is $144,000-$180,000, plus bonus potential.

The posted salary range in this job posting reflects data based on California's cost of labor analysis. This salary range is subject to change per state; please click here to find the pay differential in your state of residence if the role is remote. 

Salary is based on a wide range of factors that include relevant experience, knowledge, skills, other job-related qualifications, and geographical location.