customer service director

<div>
 
 The Client Affairs Director is responsible for leading and managing all client-facing operations across the post-sales customer journey, including property handover, customer service operations, and call center management. This role ensures a seamless and positive customer experience from unit readiness through handover and ongoing client support.
 
 
 
 
 
 The Client Affairs Director plays a critical role in strengthening customer trust, enhancing brand reputation, and ensuring the successful delivery of projects from a client experience perspective. Real estate development experience is essential, while community management exposure is considered a strong advantage.
 
 
 
 
 
 Job Responsibilities:
 
 
 
 
 <ul>
 <li>
 Lead and manage the Client Affairs function, overseeing customer service, call center operations, and property handover activities to ensure a consistent and high-quality client experience.
 </li>
 <li>
 Develop and implement client service strategies, policies, and procedures to enhance customer satisfaction and strengthen long-term relationships with clients.
 </li>
 <li>
 Oversee the end-to-end handover process, ensuring proper coordination with Development, Construction, Finance, and Legal teams to deliver units to clients smoothly and in line with company standards.
 </li>
 <li>
 Ensure efficient management of customer inquiries, requests, complaints, and escalations across all service channels including call center, digital platforms, and customer service offices.
 </li>
 <li>
 Establish and monitor service level agreements (SLAs), quality standards, and operational procedures to maintain high performance in customer service and call center operations.
 </li>
 <li>
 Monitor client feedback, satisfaction surveys, and service performance data to identify improvement opportunities and enhance overall client experience.
 </li>
 <li>
 Coordinate with internal departments to resolve technical, contractual, or financial client issues and ensure timely resolution of client concerns.
 </li>
 <li>
 Develop reporting dashboards and performance metrics related to handover operations, customer satisfaction, service response times, and complaint resolution.
 </li>
 <li>
 Lead, mentor, and develop the Client Affairs team to ensure high performance, service excellence, and alignment with the company&rsquo;s customer experience strategy.
 </li>
 <li>
 Support the transition of clients from handover to community management or property management teams to ensure continuity of service and resident satisfaction.
 </li>
 </ul>
 
 
 
 
 Job Requirements:
 
 
 
 
 
 
 - Education:
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Business Administration, Marketing, Management, or a related field.
 </li>
 <li>
 Professional certifications in Customer Experience or Service Management are considered an advantage.
 </li>
 </ul>
 
 
 - Previous Experience:
 
 
 <ul>
 <li>
 Minimum 5 years in a leadership role in customer service, client relations, or customer experience within the real estate development sector.
 </li>
 <li>
 Proven experience managing property handover operations, customer service teams, and call center functions in real estate developers.
 </li>
 </ul>
 
 
 - Special requirements:
 
 
 <ul>
 <li>
 Community management or property management exposure is a plus.
 </li>
 <li>
 Strong knowledge of the real estate customer lifecycle including sales support, unit handover, and post-handover service.
 </li>
 <li>
 Strong problem-solving and conflict resolution capabilities with a customer-centric mindset.
 </li>
 <li>
 Ability to analyze customer feedback and operational data to drive service improvements.
 </li>
 </ul>
</div>

Client Affairs Director

Ultahost, inc

<div><div>About UltaHost:</div><div>
UltaHost is a fast-growing global web hosting provider, delivering high-performance infrastructure and exceptional customer experiences to clients worldwide. We operate in a highly dynamic and technology-driven environment where service reliability, technical excellence, and customer satisfaction are at the core of everything we do.</div><div>
As we continue to scale globally, we are seeking a Customer Support Director to lead, transform, and elevate our entire support organization.</div><div></div><div> 
About the Role</div><div>
The Customer Support Director will be responsible for the strategic and operational leadership of all technical support teams across the organization.</div><div>
This role goes beyond daily operations it requires building scalable structures, optimizing workforce planning, driving performance excellence, and ensuring world-class customer experience across all support channels.</div><div>
You will oversee team performance, workforce planning, shift structures, quality assurance, escalation management, policy creation, and cross-departmental alignment ensuring both customer satisfaction and internal team engagement at scale.</div><div>
This is a high-impact leadership role directly influencing retention, brand reputation, and operational efficiency.</div><div></div><div> 
Key Responsibilities</div><div>
1-Strategic Leadership &amp; Organizational Management</div><ul><li>Lead and manage all Customer Support Managers, Team Leads, and Support Specialists.</li><li>Define and execute the global support strategy aligned with company growth objectives.</li><li>Design scalable support structures to support business expansion.</li><li>Establish clear KPIs and accountability frameworks across all support layers.</li></ul><div></div><div> 
2-Operational Excellence</div><ul><li>Oversee day-to-day global support operations across all channels (tickets, live chat, etc.).</li><li>Ensure optimal queue management, SLA compliance, and resolution efficiency.</li><li>Design and manage shift structures to ensure 24/7 coverage and efficiency.</li><li>Determine workforce planning needs based on growth forecasts and workload analysis.</li><li>Lead high-level escalations and critical incident management processes.</li></ul><div></div><div> 
3-Performance Management &amp; Analytics</div><ul><li>Define, track, and analyze key metrics including CSAT, FCR, AHT, SLA adherence, backlog trends, and retention indicators.</li><li>Use data-driven insights to continuously improve performance and service quality.</li><li>Implement structured performance evaluation systems and continuous coaching frameworks.</li><li>Establish quality assurance standards for customer communication and technical resolution.</li></ul><div></div><div> 
4-Process Development &amp; Quality Assurance</div><ul><li>Develop, implement, and maintain support policies, SOPs, and best practices.</li><li>Standardize customer communication quality and support content standards.</li><li>Ensure consistency and excellence in customer interactions across all teams.</li><li>Identify process inefficiencies and implement automation and tooling improvements.</li></ul><div></div><div> 
5- Cross-Department Collaboration</div><ul><li>Collaborate closely with Infrastructure, Engineering, Product, Billing, and Sales teams.</li><li>Ensure seamless escalation paths and issue resolution workflows.</li><li>Contribute to system testing, business requirement definition, and service improvement initiatives.</li><li>Support infrastructure availability by coordinating effectively with engineering leads.</li></ul><div></div><div> 
7-Culture &amp; Team Development</div><ul><li>Build a high-performance, accountability-driven support culture.</li><li>Drive employee engagement, retention, and career path development.</li><li>Create leadership pipelines within the support organization.</li><li>Foster continuous improvement through feedback loops and post-incident reviews.</li></ul><div></div><div> 
Qualifications</div><ul><li>4+ years of leadership experience in Technical Support or Customer Support Operations (preferably within web hosting, cloud, or infrastructure services).</li><li>Proven experience managing multi-layered support organizations (Managers, Team Leads, Specialists).</li><li>Strong experience in workforce planning, shift management, and operational scaling.</li><li>Demonstrated success in improving KPIs and optimizing support performance.</li><li>Advanced English proficiency (written and verbal) with strong ability to communicate technical concepts clearly.</li><li>Strong analytical mindset with experience using performance data to drive decisions.</li><li>Experience building policies, SOPs, and structured operational frameworks.</li><li>Proven professional experience within web hosting, cloud infrastructure, SaaS, or related technology-driven environments, with a strong understanding of service reliability, scalability, and customer lifecycle management.</li></ul><div></div><div> 
Technical Knowledge</div><ul><li>Strong understanding of web hosting infrastructure and server environments.</li><li>Experience with hosting platforms such as cPanel, Plesk, CyberPanel, HestiaCP, CWP, WHMCS.</li><li>Knowledge of domain technologies, DNS systems, and domain extensions.</li></ul><div></div><div> 
What We&rsquo;re Looking For</div><ul><li>A strategic thinker who can scale operations, not just manage them.</li><li>A data-driven leader who makes measurable impact.</li><li>A culture builder who inspires high performance.</li><li>A hands-on executive who understands technical environments.</li><li>A problem solver who thrives in fast-paced, high-growth companies.</li></ul><div></div><div> 
What We Offer</div><ul><li>Be part of a rapidly growing global technology company.</li><li>Lead and shape a high-impact, customer-facing organization.</li><li>Influence company-wide performance and customer retention.</li><li>Work in a dynamic, performance-driven environment.</li><li>Competitive salary package.</li></ul></div>

Customer Support Director

Merck

<div>Job Description
The Executive Director, Customer Service Center Strategy &amp; Ops Leader (ED, CSC) reports to the Associate Vice President of US Marketing Operations in Commercial Excellence &amp; Innovation and leads the overall US Customer Service Center organization with accountability to direct the strategy and execution of engagements with Healthcare Professionals, Patients, Consumers, and Employees across five contact centers with primary focus in the US. This accountability extends to include operational performance, regulatory‑compliant intake, and large‑scale service modernization. This role directs a complex, multi‑layered organization of approximately 80 Full Time Employees, including multi-level leaders, people managers, and frontline teams responsible for critical, highly regulated customer and patient interactions.
The ED, CSC sets the vision, strategy, and governance for a critical service organization that supports Healthcare Professionals, consumers, patients, and employees across safety, quality, product, and information needs. This leader is accountable not only for what services are delivered, but how our company delivers them at scale, with speed, consistency, and trust.
A defining and expanded component of this role is full ownership of the evolution of the CSC capability stack to be AI‑enabled. The Executive Director is accountable for modernizing service centers through automation, advanced analytics, digital self‑service, and AI‑enabled customer engagement&mdash;driving measurable improvements in efficiency, scalability, and customer/patient experience while maintaining the highest standards of compliance, quality, privacy, and validation.
This role has a US focus but operates as an enterprise leader, partnering across US Human Health, Digital Human Health &amp; IT, Legal/Privacy, Regulatory, and cross divisional partners in Research &amp; Development (R&amp;D) and Manufacturing with focus Pharmacovigilance, Quality, and Safety to ensure that all engagements are executed and reported compliantly today and in the future.
Scope of Responsibility:
The Executive Director, CSC Strategy &amp; Ops Leader, is a critical compliance-focused role with end‑to‑end accountability for the National Service Center (NSC), Promotional Contact Center (PCC), Field Service Center (FSC), Switchboard, and AE Follow‑Up. These centers collectively operate across voice, digital, email, chat, self‑service, and emerging AI‑enabled channels and represent a core operational backbone of our company's US commercial and regulatory ecosystem.
The CSC operation is an insourced model, and this role leads a large, multi‑level organization of ~80 FTEs, including multi-team leaders and people managers, and is responsible for organizational design, leadership effectiveness, succession planning, and sustained compliant execution across all centers and channels.
The Executive Director serves as the Designated Point of Contact for the US Market and the single source of intake for Adverse Events (AEs), Product Quality Complaints (PQCs), CDT, and product feedback, with executive accountability for FDA‑required follow‑up, audit readiness, and inspection outcomes.
In addition to operational leadership, this role owns the design, governance, and performance of the CSC&rsquo;s technology and AI‑enabled service ecosystem, ensuring that modernization initiatives directly support business priorities, regulatory obligations, and customer/patient outcomes.
Primary Responsibilities:<ul><li>
Organization &amp; Execution Leadership:<ul><li>
Direct the strategy and execution of engagements with Healthcare Professionals, Consumers, and Employees across five contact centers: National Service Center (NSC), Promotional Contact Center (PCC), Field Service Center (FSC), Switchboard, and AE Follow-Up.</li><li>
Lead the multi-level organization, with focus on compliance, operational efficiency and talent development.</li><li>
Lead the development and optimization of multi‑channel customer engagement, including voice, digital, self‑service, and AI‑enabled channels.</li><li>
Establish and achieve key performance measurements and outcomes, budgetary responsibilities, delivery of training, ensure standard operating procedures are maintained and followed, operational oversight and delivery of the desired customer experience.</li><li>
Develop and execute all customer/consumer/employee communications (across multiple channels), efficient/effective processes and procedures, and the delivery of the desired customer experience, including management of escalated customer requests to resolution.</li><li>
Own budget strategy, resource planning, and workforce investment decisions for the CSC organization.</li><li>
Lead vendor and partner governance for service platforms and operations, ensuring value delivery and compliance.</li></ul></li><li>
Strategy Definition &amp; Governance<ul><li>
Set and execute the multi‑year strategy for the CSC operating model, aligning customer engagement, compliance, service performance, and modernization priorities to US commercial and enterprise objectives.</li><li>
Direct the design and execution of service delivery across all CSC contact centers, ensuring consistent, compliant, high‑quality experiences for customers, consumers, patients, and employees.</li><li>
Establish enterprise‑level governance for service standards, performance outcomes, risk management, and strategic investments.</li></ul></li><li>
Regulatory, Risk &amp; Compliance Oversight:<ul><li>
Managing risk across the five contact centers. Establishes and maintains oversight of measures across multiple channels as (e.g., phone, mail, email, social, chat and self-serve channels)</li><li>
AE intake and all FDA required follow-up on AE reports.</li><li>
Designated Point of Contact for the USM; the single source of intake for AE, PQC, CDT and Product Feedback.</li><li>
Management of all pharmacovigilance audits &ndash; FDA, Business Partner and Internal. Serve as the primary contact for the FDA and other auditors leading approximately eight audits per year which this organization is the direct focus of. Also accountable for active participation in ex-US audits as reports are relevant to other country regulatory agencies.</li><li>
Own strategy and execution of the Oncology Project Manager Escalation program. This program is dedicated to handling customer escalations related to our oncology products.</li><li>
Managing and addressing US and ex-US inquiries related to Clinical Trials for R&amp;D</li></ul></li><li>
Service Modernization (AI-Enabled)<ul><li>
Business Owner of the end‑to‑end CSC capability roadmap, including platforms, data and knowledge foundations, workflow automation, analytics, and AI‑enabled service capabilities.</li><li>
Lead the transformation of CSC operations into modern, AI‑enabled service centers, improving speed‑to‑resolution, service consistency, scalability, and operational efficiency.</li><li>
Establish and chair governance for responsible AI use within CSC, ensuring alignment with privacy, security, validation, quality, and regulatory requirements.</li><li>
Partner with Digital, IT, Commercial Excellence, Quality, and Legal/Privacy to ensure AI‑enabled solutions are audit‑ready and compliant by design.</li><li>
Drive enterprise change management and capability uplift so leaders and teams can effectively operate in a technology‑ and AI‑enabled service environment.</li></ul></li></ul>
Education:<ul><li>
Required: Bachelor&rsquo;s degree (BA/BS)</li><li>
Preferred: Advanced degree</li></ul>
Required Experience and Skills:<ul><li>
Minimum of 10 years of progressive leadership experience in customer service, operations, commercial support, or related functions.</li><li>
Demonstrated experience leading large, multi-level organizations in regulated environments.</li><li>
Strong understanding of pharmaceutical or healthcare customer engagement, including pharmacovigilance and product quality reporting requirements.</li><li>
Expertise in contact center operations, customer engagement technologies, automation, and performance management.</li><li>
Proven ability to lead cross-functional initiatives and partner effectively across Commercial, Digital, IT, Quality, Legal, and Regulatory organizations.</li><li>
Excellent communication, strategic thinking, and executive leadership skills.</li></ul>
Key Capabilities:<ul><li>
Executive judgment and enterprise leadership</li><li>
Technology-enabled service strategy and governance</li><li>
Customer-centric service design and delivery</li><li>
Regulatory and compliance oversight</li><li>
Data-driven performance management</li><li>
Innovation and automation leadership</li><li>
Talent development and organizational leadership</li><li>
Cross-functional collaboration and influence</li></ul>
Required Skills:
Coaching, Communication, Management Process, Marketing, Measurement Analysis, Program Management, Strategic Planning
Preferred Skills: 
US and Puerto Rico Residents Only:
Our company is committed to inclusion, ensuring that candidates can engage in a hiring process that exhibits their true capabilities. Please click here if you need an accommodation during the application or hiring process.
As an Equal Employment Opportunity Employer, we provide equal opportunities to all employees and applicants for employment and prohibit discrimination on the basis of race, color, age, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability status, or other applicable legally protected characteristics. As a federal contractor, we comply with all affirmative action requirements for protected veterans and individuals with disabilities. For more information about personal rights under the U.S. Equal Opportunity Employment laws, visit:
EEOC Know Your Rights
EEOC GINA Supplement
We are proud to be a company that embraces the value of bringing together, talented, and committed people with diverse experiences, perspectives, skills and backgrounds. The fastest way to breakthrough innovation is when people with diverse ideas, broad experiences, backgrounds, and skills come together in an inclusive environment. We encourage our colleagues to respectfully challenge one another&rsquo;s thinking and approach problems collectively.
Learn more about your rights, including under California, Colorado and other US State Acts
U.S. Hybrid Work Model
Effective September 5, 2023, employees in office-based positions in the U.S. will be working a Hybrid work consisting of three total days on-site per week, Monday - Thursday, although the specific days may vary by site or organization, with Friday designated as a remote-working day, unless business critical tasks require an on-site presence.This Hybrid work model does not apply to, and daily in-person attendance is required for, field-based positions; facility-based, manufacturing-based, or research-based positions where the work to be performed is located at a Company site; positions covered by a collective-bargaining agreement (unless the agreement provides for hybrid work); or any other position for which the Company has determined the job requirements cannot be reasonably met working remotely. Please note, this Hybrid work model guidance also does not apply to roles that have been designated as &ldquo;remote&rdquo;.
The salary range for this role is
$231,900.00 - $365,000.00
This is the lowest to highest salary we in good faith believe we would pay for this role at the time of this posting. An employee&rsquo;s position within the salary range will be based on several factors including, but not limited to relevant education, qualifications, certifications, experience, skills, geographic location, government requirements, and business or organizational needs.
The successful candidate will be eligible for annual bonus and long-term incentive, if applicable.
We offer a comprehensive package of benefits. Available benefits include medical, dental, vision healthcare and other insurance benefits (for employee and family), retirement benefits, including 401(k), paid holidays, vacation, and compassionate and sick days. More information about benefits is available at https://jobs.merck.com/us/en/compensation-and-benefits.
You can apply for this role through https://jobs.merck.com/us/en (or via the Workday Jobs Hub if you are a current employee). The application deadline for this position is stated on this posting.
San Francisco Residents Only: We will consider qualified applicants with arrest and conviction records for employment in compliance with the San Francisco Fair Chance Ordinance
Los Angeles Residents Only: We will consider for employment all qualified applicants, including those with criminal histories, in a manner consistent with the requirements of applicable state and local laws, including the City of Los Angeles&rsquo; Fair Chance Initiative for Hiring Ordinance
Search Firm Representatives Please Read Carefully 
Merck &amp; Co., Inc., Rahway, NJ, USA, also known as Merck Sharp &amp; Dohme LLC, Rahway, NJ, USA, does not accept unsolicited assistance from search firms for employment opportunities. All CVs / resumes submitted by search firms to any employee at our company without a valid written search agreement in place for this position will be deemed the sole property of our company. No fee will be paid in the event a candidate is hired by our company as a result of an agency referral where no pre-existing agreement is in place. Where agency agreements are in place, introductions are position specific. Please, no phone calls or emails.
Employee Status:
Regular
Relocation:
Domestic
VISA Sponsorship:
No
Travel Requirements:
10%
Flexible Work Arrangements:
Not Applicable
Shift:
1st - Day
Valid Driving License:
No
Hazardous Material(s):
NA
Job Posting End Date:
03/23/2026<ul><li>A job posting is effective until 11:59:59PM on the day BEFORE the listed job posting end date. Please ensure you apply to a job posting no later than the day BEFORE the job posting end date. 
</li></ul> 
Requisition ID:R388991</div>

Executive Director, Customer Service Center Strategy & Ops Leader

Kaiser Permanente

<div><div>Job Summary:</div><div>
The SCAL Local Member Service Department is a regionally based team with offices located throughout Southern California Medical Centers. This Director role will primarily be responsible for overseeing Member Services Operations at Fontana Medical center. This role will be expected and must be able to travel to additional sites/locations as needed to support operations/business objectives.</div>
Provide leadership, overall management, strategic direction, and support to the Local Member Services professional staff, across multiple sites. Responsible for Member Services daily operations, initiatives, oversight of case processing, issue resolution, quality of information and service provided by staff to both internal and external customers. Support and represent Kaiser Foundation Health Plan Member Services, and strategize with Regional and Local leadership, facility personnel, and physicians to minimize the financial risk to the organization and ensure contract integrity for our members as well as Kaiser Permanente. Provide performance based consulting to department management and facilities throughout Northern California. Provide service recovery in order to assist in the retention of our members. Drive the mission and business results for Kaiser Permanente while meeting budgetary guidelines to ensure responsible stewardship of our members dues.<div> 
Essential Responsibilities:</div><ul><li>
Provides leadership (responsibility and oversight/management) for member services at the medical center and medical offices for designated facilities, including budgetary, compliance, service and quality oversight.</li><li>
Identifies member and non-member pain points, and works with area leaders to drive continuous service improvements, partnering with these local and regional leaders to reduce complaints and grievances, while increasing member satisfaction, growth and retention.</li><li>
Acts as key liaison with the medical group; develops programs and service improvements in conjunction with key medical group personnel, managers, and physicians, to improve member experience and resolve member issues as quickly and effectively as possible.</li><li>
Handles high risk issues by managing timely communication with medical facilities.</li><li>
Provides ongoing information, reports and recommendations to facility departments and physician chiefs related to data analysis and provision of reports and information related to services and concerns that arise in specific departments.</li><li>
Oversees the daily operations of the member services department, including linkage with auditing, training and analyst work to best meet the needs of staff, members, key stakeholders, and leadership.</li><li>
Identifies member-system conflict in an effort to prevent professional liability, minimize financial penalties to the organization, and retain satisfied members.</li><li>
Hires, supervises, coaches/trains and develops staff who handle sensitive and multi-faceted member issues and requests.</li><li>
Creates a team atmosphere and structure that promotes self-directed work through the development and empowerment of staff.</li><li>
Orients and educates facility departments, physicians and other professional staff regarding health plan products, benefits, regulatory guidelines, resolution of member questions, complaints and grievances.</li><li>
Fosters a service oriented work environment with an emphasis on dedication to serving members, affording respect to individuals, achievement of highest standards of quality, identifying and supporting opportunities for innovation, supporting teamwork and implementing policies and practices that reflect the vision of KP.</li></ul><div> 
Basic Qualifications:</div>
<div>Experience</div> 
 
<ul> 
<li>Minimum eight (8) years of management/leadership experience in a complex healthcare (preferably HMO) or service-oriented organization</li> 
<li>Minimum three (3) years of experience in customer service improvement and process redesign, with openness to creative and innovative approaches to providing service, including cultural sensitivity, respect and polite communication with patients and all clientele</li> 
<li>Minimum three (3) years of experience working with accreditation and regulatory agencies and/or preparing information for regulatory audits as requested, (including, but not limited to Department of Health Services (DHS), Department of Managed Healthcare (DMHC), National Committee for Quality Assurance (NCQA), and Center for Medicare/Medicaid Services (CMS)</li></ul><div> 
Education</div> 
 
<ul><li>Bachelors degree in Health Care Administration, Business Management, Science or Business or four (4) years of experience in a directly related field.</li><li>
High School Diploma or General Education Development (GED) required.</li></ul><div>
License, Certification, Registration</div>
<ul><li>N/A</li></ul><div>
Additional Requirements:</div> 
<ul><li>
Outstanding interpersonal/communication and mediation skills with ability to effectively partner with a wide group of stakeholders, including professional and medical staff</li><li>
Demonstrated management and leadership skills, including working with varied levels of staff, budgeting, delegation, staff development, coaching, resource allocation planning, and performance management</li><li>
Excellent presentation/public speaking skills and experience</li><li>
Demonstrated ability in development of team focus, partnership, service orientation, influence and change leadership</li><li>
Demonstrated expertise in results orientation, taking initiative</li><li>
Demonstrated awareness of how ones emotions impact decisions, action and desired outcomes</li><li>
Demonstrated awareness in emotional intelligence as modeled in day-to day leadership responsibilities</li><li>
Demonstrated ability to lead, collaborate, communicate, influence and partner effectively with senior leadership and a broad base of business and functional leadership.</li><li>
Strong written and verbal communication skills</li><li>
Proven ability and commitment to work collaboratively in a Labor Management Partnership</li><li>
Demonstrates a level of proficiency in the following tools: Word (compose executive summaries/reports), Excel (open spreadsheets, create graphs), Power Point (create executive presentations), Electronic Medical Record, Statistical Analysis Programs</li></ul><div>
Preferred Qualifications:</div> 
 
<ul><li>Excellent investigation, problem solving, and documentation skills preferred
</li><li>Masters degree preferred.</li></ul> 
PrimaryLocation : California,Fontana,Fontana Medical Center 
HoursPerWeek : 40 
Shift : Day 
Workdays : Mon, Tue, Wed, Thu, Fri 
WorkingHoursStart : 08:30 AM 
WorkingHoursEnd : 05:00 PM 
Job Schedule : Full-time 
Job Type : Standard 
Employee Status : Regular 
Employee Group/Union Affiliation : NUE-SCAL-01|NUE|Non Union Employee 
Job Level : Director/Senior Director 
Job Category : Customer Services 
Department : Regional Offices - Pasadena - Mbr Svc-Member Relations - 0808 
Travel : Yes, 100 % of the Time 
Kaiser Permanente is an equal opportunity employer committed to fair, respectful, and inclusive workplaces. Applicants will be considered for employment without regard to race, religion, sex, age, national origin, disability, veteran status, or any other protected characteristic or status. 
 
For jobs where work will be performed in unincorporated LA County, the employer provides the following statement in accordance with the Los Angeles County Fair Chance Ordinance. Criminal history may have a direct, adverse, and negative relationship on the following job duties, potentially resulting in the withdrawal of the conditional offer of employment: 
 
<ul><li>Consistently supports compliance and the Principles of Responsibility (Kaiser Permanente's Code of Conduct) by maintaining the privacy and confidentiality of information, protecting the assets of the organization, acting with ethics and integrity, reporting non-compliance, and adhering to applicable federal, state, and local laws and regulations, accreditation, and licensure requirements (where applicable), and Kaiser Permanente's policies and procedures.</li></ul> 
<ul><li>Models and reinforces ethical behavior in self and others in accordance with the Principles of Responsibility, adheres to organizational policies and guidelines; supports compliance initiatives; maintains confidences; admits mistakes; conducts business with honesty, shows consistency in words and actions; follows through on commitments.</li></ul> 
<ul><li>Job duties with at least occasional or possible access to: (1) patients, the general public, or other employees; (2) confidential protected health information and other confidential KP information (including employee, proprietary, financial or trade secret information); (3) KP property and assets, for example, electronic assets, medical instruments, or devices; (4) controlled substances regulated by federal law or potentially subject to diversion.</li></ul></div>

Director Operations Member Services

Ventura Foods

<div>Employment Type: Salaried 
Work Arrangement: Remote<div><div><div><h2 class="jobSectionHeader">
Position Summary:</h2></div><div>
Are you passionate about transforming how businesses serve their customers? Join us as our Director of Customer Experience (CX) and lead the charge in shaping the future of customer interactions for a leading B2B food manufacturing company. You&rsquo;ll drive the implementation of our CX roadmap and customer journey map, build a sustainable CX operating model, and champion a customer-centric culture across all functions. This is a hands-on leadership role focused on turning strategy into action and driving measurable CX improvement.</div></div><div><div><h2 class="jobSectionHeader">
Major Duties and Responsibilities:</h2></div><div><ul><li>
Lead the execution of our CX roadmap and customer journey mapping initiatives, ensuring alignment with the unique needs of B2B food manufacturing clients and partners.</li><li>
Design and implement a scalable CX operating model that integrates best practices across Sales, Operations, QA, IT, and Customer Service.</li><li>
Drive continuous improvement in customer service operations, including order management and case management, to ensure seamless delivery and support for our B2B clients.</li><li>
Develop and maintain dashboards and measurement systems to track CX performance, customer satisfaction, and key business metrics (CSAT, order fulfillment, case resolution).</li><li>
Oversee the Voice of Customer (VoC) program, leveraging the Qualtrics platform to capture, analyze, and act on feedback from distributors, retailers, and business partners.</li><li>
Educate and engage the organization on CX best practices, fostering a culture of customer-centricity through training, communications, and enablement programs.</li><li>
Lead, coach, and develop a high-performing CX team, empowering managers and administrators to deliver exceptional service and insights.</li><li>
Collaborate with senior leadership and cross-functional teams to prioritize CX initiatives and ensure resources are aligned for maximum impact.</li><li>
Monitor and report on CX program effectiveness, providing actionable insights and recommendations to drive business results.</li><li>
Stay current on CX trends, technologies, and regulatory requirements in the food manufacturing industry, bringing innovative ideas to enhance the customer experience.</li></ul></div></div><div><div><h2 class="jobSectionHeader">
Education and Experience:</h2></div><div><ul><li>
Bachelor&rsquo;s degree is required.</li><li>
10+ years of progressive experience in customer experience, customer service, or related roles (SC, Customer Marketing), inclusive of 2 years in CX or Customer Service and direct people leadership is required.</li><li>
B2B industry experience is required.</li><li>
Proven success implementing CX roadmaps, journey mapping, and VoC programs (Qualtrics or similar platforms) in a multi-functional organization.</li><li>
Demonstrated ability to lead cross-functional teams and manage direct reports in a matrixed business setting.</li><li>
Experience with dashboard creation, data analytics, and performance measurement in CX or customer service operations.</li><li>
Ability to travel 25%, in North America.</li><li>
Master&rsquo;s degree preferred.</li><li>
Ideally the candidate has experience with food manufacturing environments.</li></ul></div></div><div><div><h2 class="jobSectionHeader">
Knowledge and Skills:</h2></div><div><ul><li>
Deep expertise in CX strategy, customer journey mapping, and operationalizing CX across B2B commercial and manufacturing functions.</li><li>
Advanced knowledge of Voice of Customer (VoC) methodologies and platforms, especially Qualtrics.</li><li>
Strong analytical skills, with proficiency in dashboard development, data visualization, and CX metrics (NPS, CSAT, order fulfillment, case resolution).</li><li>
Experience improving customer service operations, including order management and case management processes in a manufacturing context.</li><li>
Excellent leadership, coaching, and team development abilities.</li><li>
Outstanding communication and stakeholder management skills, able to influence at all levels.</li><li>
Ability to drive change, foster a customer-centric culture, and educate teams on CX best practices.</li><li>
Familiarity with CRM and CX technologies (Salesforce ServiceCloud, Qualtrics, etc.).</li><li>
Proficiency in project planning, stakeholder engagement, and change management to ensure successful adoption of CX initiatives.</li><li>
Strategic thinker with a bias for action and continuous improvement.</li><li>
Knowledge of food manufacturing industry trends, regulatory requirements, and emerging CX technologies.</li></ul></div></div></div>
Why Join Us: 
Ventura Foods innovates and manufactures food solutions for foodservice and retail businesses. We make exclusive products for the world's most iconic restaurants and retailers, we provide ready-to-go product solutions for professional kitchens, and we make consumer brands everyone knows and loves. When you work for Ventura Foods, you get a strong foundation of training, a manager who cares about you and celebrates your success, a safe environment, and challenging work. As part of our team, your future is limited only by how much you&rsquo;re willing to push yourself to get there. We invest in your growth because you invest in ours. 
Ventura Foods offers career growth opportunities as well as competitive compensation and benefits:
<ul><li>Medical, Prescription, Dental, &amp; Vision &ndash; coverage beginning on your 1st day for eligible employees
</li><li>Profit Sharing and 401(k) matching (after eligible criteria is met)
</li><li>Paid Vacation, Sick Time, and Holidays
</li><li>Employee Appreciation Events and Employee Assistance Programs</li><li>
Salary Base Range of $146,200.00 - $194,957.70*</li><li>
Annual bonus (based on the incentive program terms and conditions)</li></ul><ul><li> 
The &ldquo;base salary range&rdquo; provided above is a good faith estimate of what we expect to pay for this position in the specified markets. Ventura Foods reserves the right to pay outside of the given range based on a variety of factors including but not limited to: candidate skills and experience, complexity of the job, budgetary factors, and location/geography. Ventura Foods conducts regular reviews of compensation ranges and therefore reserves the right to alter this range at any given time.</li></ul> 
Diversity &amp; Inclusion: 
Our commitment to a diverse and inclusive environment in which all employees are treated with respect is evident in our company culture and values. We believe that fostering an environment of inclusion and a focus on diversity across our organization is vital to attracting top talent, driving innovation, and meeting the high expectations of our customers in a rapidly evolving global marketplace. 
Ventura Foods is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.</div>

Director Customer Experience

Foxelli Group

<div>At Foxelli, we&rsquo;re building more than e-commerce brands - we&rsquo;re building a tribe of thoughtful humans: AI enthusiasts, curious builders, and ambitious minds who care about doing meaningful work together. Ten years in, our D2C brands reach millions and generate over $20M annually. Our focus stays simple: create products customers love and a team that actually enjoys building them.
If you love to learn, experiment, think boldly, make decisions, and build things that matter - you&rsquo;ll feel at home with us.
THE ROLE
We&rsquo;re looking for a Head of Customer Support who sees support as more than answering questions.
For us, customer support sits right at the center of customer experience, marketing insight, and sales growth.
This role is for someone proactive. Someone who spots patterns, brings ideas, and improves systems before problems appear.
You&rsquo;ll lead the team responsible for every customer interaction - while turning conversations into insights, improvements, and revenue.
You&rsquo;ll help us understand our customers better, organize their feedback into clear data for marketing, and build a support team that knows how to help and sell.
If you enjoy:<ul><li>
building strong teams</li><li>
improving systems and workflows</li><li>
turning data into useful actionable insights
</li><li>using AI tools to work faster and smarter</li><li>
helping customers while also spotting sales opportunities</li></ul>
&hellip;this role will feel like home
WHAT YOU&rsquo;LL BE DOING
Team Leadership<ul><li>
Lead and mentor the customer support team.</li><li>
Set clear standards for quality, speed, and customer care.</li><li>
Train the team to solve problems while recognizing opportunities to recommend products.</li><li>
Build a culture where helping customers and driving sales go hand in hand.</li></ul>
Performance &amp; KPIs<ul><li>
Own key metrics like response time, satisfaction score, and sales conversion.</li><li>
Track performance and push the team toward clear goals.</li><li>
Turn data from customer conversations into improvements across the department.</li></ul>
Customer Experience<ul><li>
Keep communication consistent across email, calls, chat, and social media.</li><li>
Protect and strengthen our brand voice in every reply.</li><li>
Ensure every interaction feels smooth, helpful, and human.</li></ul>
Customer Insights for Marketing<ul><li>
Turn questions, complaints, and patterns into structured insights for marketing.</li><li>
Share clear reports with marketing and product teams to improve campaigns and messaging.</li><li>
Help us understand what customers want, what confuses them, and what helps them buy.</li></ul>
AI &amp; Smarter Support<ul><li>
Work with external AI companies to automate responses with AI.</li><li>
Use automation, AI assistants, and smart workflows to reduce manual work.</li><li>
Identify areas where AI improves response quality, data analysis, or reporting.</li></ul>
Sales Through Support<ul><li>
Treat support conversations as an opportunity to guide customers toward the right products.</li><li>
Help the team recommend products when relevant.</li><li>
Work with marketing to align messaging between support and campaigns.</li></ul>
WHAT YOU BRING
You&rsquo;re probably someone who:<ul><li>
Proven e-commerce experience.</li><li>
Has 2+ years leading a customer support or sales team.</li><li>
Takes a proactive approach to problems and improvement.</li><li>
Understands how customer support connects with marketing and revenue.</li><li>
Feels comfortable working with KPIs and performance metrics.</li><li>
Enjoys organizing information and turning raw feedback into structured insights.</li><li>
Communicates clearly and protects brand voice.</li><li>
Has a high interest in AI tools and workflow improvements.</li></ul>
Analytical thinking helps a lot here - spotting patterns, understanding behavior, and improving the experience step by step.
THE RECRUITMENT PROCESS<ul><li>
Apply - A simple form that helps us know who&rsquo;s stepping into our world.</li><li>
Ribbon AI Interview - Ribbon is a short, guided video step that helps us understand your thinking style in a calm, private space</li><li>
Interview - A conversation with your manager to feel the work chemistry, get to know each other, and explore what we could build together</li></ul>
FIXED SERVICE FEE
&euro;2,000 - &euro;2,500 after taxes, depending on your skills, competencies, and experience.
Please note that this role is based on a freelance agreement.
PERKS &amp; BENEFITS<ul><li>
Complimentary gym memberships and company-sponsored outdoor adventures for your strength and to keep your physical well-being in check.</li><li>
A personal development budget is at your disposal for your personal and professional growth to ensure you keep growing continuously.</li><li>
Generous paid time off, including parental leave and vacation days, to recharge and rejuvenate and ensure you&rsquo;re well-rested.</li><li>
A budget for your home office setup so you&rsquo;re comfortable working how you like and where you like.</li><li>
Strong company culture and a network of unique individuals that celebrates you.</li><li>
Full flexibility with your schedule in a fully remote setting for your control of a working day, powered by Hubstaff for transparency and fairness.</li></ul>
ELIGIBILITY &amp; LOCATION REQUIREMENTS
This role is 100% remote
At Foxelli Group, our team operates primarily in the Eastern European Time Zone (EET), which is UTC+2 and UTC+3. We also use Revolut for payments, so we are open to hiring candidates in countries where Revolut payments are supported.
Currently, we are hiring in Albania, Bosnia and Herzegovina, Croatia, Czech Republic, Estonia, Greece, Georgia, Kosovo, Latvia, Lithuania, Moldova, Montenegro, North Macedonia, Poland, Portugal, Romania, Slovakia, Malta, Slovenia, Serbia, Cyprus, Bulgaria, Hungary, Netherlands, the United Kingdom, South Africa, and more.
Ready to lead Foxelli&rsquo;s growth journey? Apply now!</div>

Customer Experience Manager (Ecommerce) | 100% Remote EU

Red River Dance & Performing Co

Title: Front Desk SpecialistClassification: Part-Time (25-30 hours per week)Location: Red River Dance &amp; Performing CompanyReports To: Program DirectorAbout Us: Red River Dance is an industry leading, non-profit dance studio that invests in relationships to build strong, physical, technical and creative dancers. We are currently seeking an organized, customer-service-focused individual to join our team as the Front Desk Manager.Position Overview: The Front Desk Manager will support studio operations, primarily during weekday late afternoons and evenings, with potential Sunday shifts based on candidate availability. This role requires a proactive approach to customer engagement and studio administration.EDUCATION, EXPERIENCE &amp; TRAINING:&middot; High school diploma or equivalentKNOWLEDGE, SKILLS &amp; ABILITIES:&middot; Excellent customer service skills with strong oral &amp; written communication skills&middot; Proficient with various technologies, including Microsoft Word and Excel&middot; Ability to collaborate effectively with team members&middot; Self-motivated with a commitment to continued learning&middot; Excellent proofreading skills and attention to detail&middot; Ability to maintain confidentiality in all aspects of the role&middot; Experience with Canva, marketing, and advertising is a plusKEY RESPONSIBILITIES:&middot; Studio Operations: Opening and closing the studio, cleaning daily, and ordering supplies&middot; Account Management: Adjusting and monitoring accounts as needed in collaboration with the Director&middot; Scheduling &amp; Registration: Creating and managing events and classes in the online scheduling system; processing registrations, class transfers, fee adjustments, and other changes&middot; Customer Service: Answering phones, responding to emails and voicemails, assisting customers with inquiries, and providing tours to new dancers and families&middot; Communications: Drafting and distributing mass emails and texts&middot; Event Support: Assisting with event coordination and serving as a chaperone for Red River Dance events&middot; Financial Transactions: Processing payments&middot; Marketing Assistance: Supporting the creation of promotional materials for camps and managing social media outlets&middot; Additional duties as assigned by the Executive Director, Program Director, or Competition DirectorESTIMATED WEEKLY SCHEDULE: &middot; Monday &ndash; Thursday: 3:00 pm &ndash; 8:30 pm&middot; Friday: 3:00 pm &ndash; 6:00 pm&middot; Sunday afternoons (as needed)&middot; Availability for Recital Weekends (2 weekends per year) requiredWe look forward to welcoming a positive and proactive individual to our team. If you are interested in making an impact and growing with us, please apply today by sending your cover letter and resume to info@redriverdance.com.Job Type: Part-timeBenefits:<ul><li>401(k)</li><li>Dental insurance</li><li>Health insurance</li><li>Paid time off</li><li>Vision insurance</li></ul>Work Location: In person

Front Desk Specialist

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