director of customer service

DIVERSE FACILITY SOLUTIONS

Diverse Facility Solutions, Inc. is a 100% minority owned, Chicago corporation with an emphasis on janitorial and facility maintenance services. We create teams of trustworthy, customer focused and diverse people that care about the facility they work in. The quality of the services we provide and our commitment to unsurpassed customer service has helped us become one of the nation&rsquo;s premiere Minority Janitorial Contractors.Job Description: Responsible for the overall direction, coordination, and evaluation of staff engaged in cleaning and maintaining the site premises by performing the following duties personally or through subordinate staff. Fulfills management responsibilities in accordance with the organization&rsquo;s policies and applicable laws. The Director of Customer Experience is expected to ensure the happiness of the clients that we support.Duties/Responsibilities:&middot; Conduct training programs for management as required&middot; Manage and review daily work of management and custodians&middot; Evaluate management personnel performance&middot; Perform QAQC&rsquo;s of areas weekly and identify corrective plans&middot; Identifies development and training needs, and ensures that all training is obtained&middot; Meet with customer frequently and present self and the company professionally and in a positive manner at all times&middot; Meet with vendors as needed, identify latest equipment and supply to meet cleaning needs&middot; Meet with management staff to communicate issues, ensure safety practices, set goals, give directives, coach and discuss concerns of the overall performance of the facility&middot; Prepare and review reports for management&middot; Prepare and submits disciplinary action and incident reports; counsels management and employees&middot; Hold meetings as required with custodians&middot; Manage and report facility scope of work to customer&middot; Ensures proper labor relations and conditions of employment are maintained&middot; Manage labor budget and ensuring overall budgets are in compliance&middot; Submit weekly reports to Senior Director and Divisional Director&middot; Corresponds with Corporate, Senior Director and Divisional Director for support, updates and dutiesQualifications: Minimum of two years in custodial management&middot; Ability to interpret contracts&middot; Thorough knowledge of the standard methods, equipment, and supplies in a large or small scale Janitorial activities of the service.&middot; Thorough knowledge of methods used in cleaning of a large or small facility&middot; Knowledge of floor care (hard floor and carpeting)&middot; Ability to work with a diverse workforce&middot; Ability to communicate effectively&middot; Ability to maintain confidentiality&middot; Ability to operate and use tools/equipment for training purposes&middot; Ability to develop work schedules, making the efficient use of personnel&middot; Ability to train and manage a large or small group of employees&middot; Considerable knowledge of employees policies and proceduresDirector of Customer Experience Performance ExpectationsDirector of Customer Experience must perform the duties outlined which comply with the airport/company policies and regulations to create a cooperative, safe, respectful and quality work environment.DFS Senior Director has the exclusive right to alter the scope of work within the framework of the job description at any time without prior notice.AAP/EEO StatementDiverse Facility Solutions, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Diverse Facility Solutions complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.Diverse Facility Solutions, Inc. expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Diverse Facility Solution&rsquo;s employees to perform their job duties may result in discipline up to and including discharge.Job Type: Full-timePay: $74,751.61 per yearBenefits:<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

Director of Customer Experience - San Antonio Airport

Silverchair

<div>About Silverchair
Silverchair is the premier independent platform partner for scholarly and professional publishers, dedicated to expanding the reach of the world&rsquo;s most valuable knowledge. By connecting creators, publishers, and users, we amplify the impact of scholarship and enhance the accessibility of critical information. Our global teams build, maintain, and innovate platforms across the publishing lifecycle, facilitating submission, peer review, hosting, dissemination, and impact measurement.
The Silverchair Platform hosts critical research content from such prestigious publishers as Oxford University Press, the American Medical Association, and McGraw Hill, comprising more than 12 million articles and 97k books. ScholarOne Manuscripts is the world's leading scholarly workflow management platform, processing over 3 million manuscripts annually for 9,000+ journal sites and serving 1.1 million monthly active users. ScholarOne Conferences streamlines the academic conference lifecycle for 135+ conferences annually, supporting scholarly publishers and associations worldwide.
Silverchair is a remote-first organization with Silverchairians living and working in over ten countries supporting our clients and operations throughout the globe.
DEI Statement
At Silverchair, we celebrate and embrace diversity in all its forms. We are committed to fostering an inclusive environment from the moment you consider joining our team. We actively encourage candidates from diverse backgrounds to apply, believing that a variety of perspectives and experiences enriches our community, drives innovation, and strengthens our impact.
Equity and inclusion are at the core of our hiring practices, and we strive to build a team that reflects a broad spectrum of cultures, experiences, and viewpoints. We are particularly committed to increasing representation from groups historically underrepresented in technology careers. Your unique experiences and perspectives are not just welcomed but are integral to our collective success. Join us in our mission to create a culture that unites and brings out the best in all of us.
Learn more about our commitment to diversity, equity, and inclusion at Silverchair.
Overview
The Director of Client Services reports to the VP, Customer Care and is responsible for defining the strategic vision and operational design of Client Services as Silverchair grows. This position determines how Client Services should evolve to meet increasingly sophisticated client expectations while maintaining scalability, profitability, and team sustainability.
The Director shapes what excellent support looks like at Silverchair&mdash;designing service delivery models, organizational structures, and operational frameworks that position Client Services as a competitive advantage. This role translates strategic vision into working operations, making critical decisions about team composition, resource allocation, technology adoption, and process improvement. The Director oversees internal teams, third-party vendor staff, and contractors, ensuring seamless integration and consistent service excellence across all employment types.
As the architect of Client Services' future state, the Director leads continuous evolution of how we support clients, how teams operate, and how we measure success.
<h3 class="jobSectionHeader">Essential Functions:</h3>
Service Design and Organizational Strategy:
<ul><li>Design how Client Services operates including team structure, coverage hours, support channels, and escalation paths</li>
<li>Define service standards and response frameworks that meet client expectations while remaining scalable and cost-effective</li>
<li>Assess expansion needs including geographic reach and coverage models, supporting team stability as we grow</li>
<li>Design organizational structure including team composition, leadership roles, and reporting relationships</li>
<li>Determine the right staffing balance across employment types to meet current and future needs, building business cases for headcount requests, technology investments, and resource requirements</li>
<li>Create career paths and development frameworks for team members</li>
</ul>
Leadership and People Management:
<ul><li>Provide direction and leadership to the Client Services Manager and management team</li>
<li>Directly manage employees and contractors, or determine the optimal management structure for these team members</li>
<li>Foster a culture focused on continuous improvement, customer service, and operational excellence</li>
<li>Mentor and develop direct reports, emphasizing strategic thinking and leadership growth</li>
<li>Oversee performance management, career development, and succession planning for all Client Services staff</li>
<li>Make hiring and termination decisions for employees and contractors within approved headcount</li>
<li>Ensure effective collaboration across different employment types</li>
</ul>
Vendor Partnerships:
<ul><li>Oversee relationships with third-party service providers, partnering with VP, Customer Care on vendor performance and contracts</li>
<li>Ensure vendor capabilities align with service needs and integrate effectively with internal teams</li>
<li>Serve as executive escalation point for high-stakes client issues</li>
</ul>
Financial Management and Performance:
<ul><li>Develop annual department budgets with VP, Customer Care</li>
<li>Define and track cost per ticket, resource utilization, efficiency metrics, and SLA compliance</li>
<li>Forecast resource needs based on client growth and service volume trends</li>
<li>Use data to drive improvements and hold teams accountable through clear expectations</li>
</ul>
Client Insights and Cross-Functional Collaboration:
<ul><li>Analyze patterns from client interactions to inform product and platform improvements</li>
<li>Work with Sales and Customer Success to identify upsell, cross-sell, and expansion opportunities</li>
<li>Track client health indicators that affect retention and growth</li>
<li>Partner with Product, Engineering, Sales, and Customer Success on shared objectives</li>
<li>Ensure Client Services Manager works effectively with development teams like WD-40</li>
<li>Collaborate with VP, Delivery on prioritization and resource allocation</li>
</ul>
Technology, AI, and Process Improvement:
<ul><li>Drive adoption of new technologies including AI and automation to improve efficiency</li>
<li>Establish AI guidelines and ethical frameworks, building AI skills across all staff</li>
<li>Lead technology implementations and AI initiatives that improve service delivery</li>
<li>Identify opportunities for better data analytics, knowledge management, and self-service</li>
<li>Work with Client Services Manager to monitor knowledge base and documentation effectiveness</li>
<li>Model responsible AI use with appropriate human oversight</li>
</ul><h3 class="jobSectionHeader">Required Skills:</h3>
<ul><li>Proven ability to design and lead technical support organizations</li>
<li>Strategic thinking with ability to turn vision into working operations</li>
<li>Strong communication skills for working with executives, clients, and team members</li>
<li>Budget management and business case development experience</li>
<li>Experience managing distributed teams with different employment types</li>
<li>People management skills including coaching, performance management, and talent development</li>
<li>Data-driven decision making and problem-solving abilities</li>
<li>Change management skills for leading organizational transitions</li>
<li>Deep understanding of customer support operations and service delivery</li>
</ul><h3 class="jobSectionHeader">Desired Experience:</h3>
<ul><li>Bachelor's degree in business, computer science, information science, or related field; advanced degree preferred</li>
<li>7+ years progressive leadership in technical support or client services</li>
<li>Experience designing service delivery models and organizational structures</li>
<li>Experience with vendor partnerships and third-party service delivery</li>
<li>Experience directly managing technical teams and individual contributors</li>
<li>Software or SaaS company experience, preferably B2B or enterprise</li>
<li>Publishing industry, academic technology, or scholarly communications background highly desirable</li>
<li>Track record scaling support operations through growth and geographic expansion</li>
<li>Familiarity with JIRA, knowledge management systems, and technical concepts like XML and APIs</li>
<li>Experience implementing AI or automation in support environments</li>
</ul>
Silverchair is an Equal Opportunity Employer. We do not discriminate against any employee or applicant for employment based on race, color, religion, sex, sexual orientation, gender identity or expression, national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable laws. We are dedicated to ensuring a fair and inclusive hiring process for all candidates.
We encourage applications from individuals of all backgrounds and experiences and are committed to providing reasonable accommodation for qualified individuals with disabilities in the application and hiring process.
Disclaimer: At this time, we cannot sponsor a new applicant for employment authorization for this position.
No agencies please.
Salary Range: US$90,000-110,000</div>

Director, Client Services

HHAeXchange

<div><div><div>HHAeXchange is the leading technology platform for home and community-based care. Founded in 2008, HHAeXchange was born out of an idea to create a fully comprehensive end-to-end homecare solution to help people who are aging or have disabilities thrive in their homes and communities. Our employees are passionate about transforming the healthcare space by building the only homecare ecosystem that fully connects patients, personal care providers, managed care organizations, and states.</div> 
<div></div>
<div>
This Bloomington, MN office-based role is a senior leadership position responsible for directing and leading HHAeXchange&rsquo;s Tier 1 Technical Customer Care organization. The Director oversees a high-volume, multi-channel contact center that provides product support to new and existing Home Health Agency customers. This role ensures exceptional customer experience through operational excellence and strong cross-functional alignment.</div> 
<div></div>
<div>
The Director leads and develops high-performing Tier 1 teams, overseeing escalation frameworks and enabling leaders to resolve complex technical issues effectively while driving process and technology optimization that supports timely and accurate resolution of complex software issues. Success in this position requires experience leading a technical call center, familiarity with healthcare software environments, strong understanding of technical troubleshooting environments, and the ability to guide both strategy and day-to-day operations in a fast-paced environment.</div></div> 
<div></div>
<div>To perform this job successfully, an individual must be able to perform each essential job duty satisfactorily with or without reasonable accommodations. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</div>
<h3 class="jobSectionHeader">Essential Job Duties
</h3><div><ul><li>Oversee and lead the Tier 1 Technical Customer Care organization in the Bloomington, MN contact center, guiding both daily operational performance and long-term strategic direction.</li>
<li>Ensure consistent, documented application of QA standards and performance expectations, including CSAT, SLA, and ASA across all teams to support fairness, defensibility, and performance integrity.</li>
<li>Develop and execute a support strategy that drives operational excellence through clear KPIs, strong QA practices, and consistent documentation.</li>
<li>Drive process and technology optimization initiatives that enhance efficiency, quality, and customer experience.</li>
<li>Execute and operationalize the defined Technical Customer Care strategy, ensuring alignment between performance standards, staffing models, and customer experience outcomes.</li>
<li>Operationalize AI-enabled service tools and workflows to improve efficiency, service quality, and performance consistency.</li>
<li>Own overall contact center performance outcomes, holding managers accountable for queue health, backlog management, and resolution standards.</li>
<li>Provide escalation oversight by guiding teams through complex issues and strengthening decision-making through coaching and leadership support.</li>
<li>Partner with Workforce Management to ensure staffing models, scheduling strategies, and coverage plans support service level commitments across all channels.</li>
<li>Serve as the executive escalation point for complex or high-visibility provider issues.</li>
<li>Partner with Product, Engineering, Sales, and other departments to align operational needs with broader business objectives.</li>
<li>Leverage advanced performance analytics to assess operational health, uncover emerging trends, and guide strategic decisions that elevate service quality, efficiency, and customer experience.</li>
<li>Drive cross-functional alignment that resolves obstacles and ensures teams remain focused on shared goals and outcomes.</li>
<li>Ensure operational processes and leadership oversight enable timely and effective resolution of client issues.</li>
<li>Maintain compliance with organizational policies, accessibility standards, and healthcare industry requirements.</li>
<li>Provide coaching, performance feedback, and career development opportunities that support employee growth and leadership development.</li>
</ul></div><h3 class="jobSectionHeader">Other Job Duties
</h3><ul><li>Other duties as assigned by supervisor or HHA exchange leader.</li>
</ul><h3 class="jobSectionHeader">Travel Requirements.
</h3><ul><li><div>Travel 10-25%, including overnight travel</div></li> 
</ul>
<div></div><h3 class="jobSectionHeader">Required Education, Experience, Certifications and Skills</h3><div>
<ul><li>10+ years of leadership experience in high-volume contact center or technical support environments, preferably within healthcare technology or a similar regulated industry.</li>
<li>Minimum 5 years managing teams that support customers using complex software products in a SaaS environment, with a proven track record of driving performance, quality, and customer satisfaction.</li>
<li>Extensive experience leading multi-channel call center operations, including phone, ticket, chat, and escalation workflows.</li>
<li>Experience with healthcare software platforms, ideally including HHAeXchange applications and support processes, as well as tools such as Salesforce Service Cloud and Jira.</li>
<li>Strong proficiency with Microsoft Windows environments and remote troubleshooting tools.</li>
<li>Understanding of AI-enabled call center technologies such as virtual assistants and agent-assist tools and how they support deflection, efficiency, and improved customer experience.</li>
<li>Strong organizational, project management, and multitasking abilities with a track record of managing shifting priorities in fast-paced environments.</li>
<li>A proactive, solution-oriented mindset with enthusiasm, resilience, and a strong commitment to delivering exceptional customer service.\Demonstrated ability to work independently while fostering a collaborative, team-oriented culture.</li>
</ul></div><div><div>The base salary range for this US-based, full-time, and exempt position is $150,000 - $160,000 not including variable compensation. An employee&rsquo;s exact starting salary will be based on various factors including but not limited to experience, education, training, merit, location, and the ability to exemplify the HHAeXchange core values.
</div>
<div></div><div>This is a benefits-eligible position. HHAeXchange offers competitive health plans, paid time-off, company paid holidays, 401K retirement program with a Company elected match, including other company sponsored programs.</div>
<div></div>
<div>HHAeXchange is an equal-opportunity employer. The Company offers employment opportunities to all applicants and employees without regard to race, color, religion, national origin, sex, sexual orientation, gender identity or expression, age, disability, medical condition, marital status, veteran status, citizenship, genetic information, hairstyles, or any other status protected by local or federal law.</div></div> 
<div></div>
<div>
</div>We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.</div>

Director, Technical Customer Care

Unilever

<div>Join us as Associate Director, Customer Experience UFS<div><div><div><div><div><div><div><div><div>
Location: Hoboken HQ
Terms &amp; Conditions: Full time, International assignment is not available for this role and relocation for local and international candidates is not provided
ABOUT UNILEVER
With 3.4 billion people in over 190 countries using our products every day, Unilever is a business that makes a real impact on the world. Work on brands that are loved and improve the lives of our consumers and the communities around us. We are driven by our purpose: to make sustainable living commonplace, and it is our belief that doing business the right way drives superior performance. At the heart of what we do is our people &ndash; we believe that when our people work with purpose, we will create a better business and a better world.
ABOUT FOOD SOLUTIONS (UFS)
Act like a founder, be part of a Winning team, accelerate your growth, stay ahead of the curve, enjoy the journey: JOIN UFS
Unilever Food Solutions (UFS) is the 2nd largest Business Unit of Unilever, is one of the 3 Power brands of the Foods Business Group, and a global market leader in Food Service. We are an independent Global Business Unit that operates in over 76 countries, and employs ~4000 employees. We have a unique B2B business model focused on serving chefs and our purpose is to free them to love what they do.
We at UFS have a bold and clear ambition and strategy in place for 2030 with a bold ambition on turnover and profitability, by being the best solution provider to our growing operator base. We plan to do this via a product first focus on superiority, by becoming the leader in AI powered Customer experience and by nurturing a Winning culture. We have had a history of delivering with excellence and resilient performance in the past few years. We also strive to stay 3 steps ahead in the industry. For example, our Future Menus Report identifies emerging culinary trends, making us a trendsetter for inspiring innovative solutions for chefs worldwide.
We have a culture of caring deeply not just for our business but also for our people. We foster an entrepreneurial culture built on speed, simplicity, trust, and a deep hunger to grow. Our people thrive on their roles being empowered and end to end - across all functions. We also invest heavily in building future skills and leaders. Our People agenda of Accelerate-Grow-Thrive consistently helps us lead in employee engagement, with scores exceeding Unilever scores across all dimensions and being one of the most engaged teams at Unilever.
Here, you will continuously learn, unlearn, and relearn, challenging yourself to accelerate your development in an end-to-end business and in end-to-end roles. If you're dreaming of contributing to Unilever&rsquo;s 2nd largest Business unit, a fast-growing business, where you're empowered so you can play to win and thrive as part of One Team with One Goal, then come and join us!</div></div></div></div></div></div></div></div></div>
JOB PURPOSE:
The Associate Director of Customer Experience is a senior leader responsible for redefining how Unilever engages with UFS customers, creating bespoke, industry-leading experiences across every touchpoint. This role combines strategic influence with flawless execution, applying commercial insight to co-create engagement strategies with Customer Development and Customer Strategy &amp; Planning, Business Unit Marketing, and functional stakeholders (Customer Operations). This leader orchestrates bespoke experiences that position Unilever as a trusted partner in a Unilever UFS HQ forum, at major conferences, customer engagements and at high profile UFS events.
This role requires a strong sense of ownership, strategic thinking, and collaborative spirit to synthesize diverse perspectives into a cohesive strategy delivering seamless, world-class experiences and engagement for top UFS customers. Importantly, this leader will also play a pivotal role in shaping customer scorecard management including service as measured by the customer (SAMBC) with top UFS customers, creating a future of aligned performance and owning the collaboration with Customer Operations to deliver customer excellence.
KEY RESPONSIBILITIES:
Strategic Partnership<ul><li>
Act as a thought leader, co-creating UFS engagement strategies with Sales, Marketing, and functional partners that anticipate UFS customer needs and drive commercial priorities.</li><li>
Challenge norms and introduce innovative approaches to elevate UFS presence across every touchpoint. Experience Design &amp; Delivery</li><li>
Own end-to-end design and delivery of customer engagements, HQ visits, industry forums, and high-profile UFS events ensuring seamless, premium experiences. Storytelling &amp; Influence</li><li>
Craft compelling narratives that position Unilever as the benchmark for partnership excellence.</li><li>
Develop and maintain strong key relationships with top UFS distributors. Operational Excellence</li><li>
Work with cross-functional colleagues to drive customer excellence in meeting service targets as measured by the customer (SAMBC).</li><li>
Develop standardized reporting that understands gaps with customers and evaluate trade-offs to satisfy both Unilever and UFS customers</li><li>
Implement continuous improvement opportunities that drive value for Unilever and UFS customers Collaboration &amp; Connectivity</li><li>
Act as a connector across functions, ensuring alignment and consistency in how Unilever engages customers, and shows up at internal and external events. &bull; Influence leaders at all level to ensure everyone is on the same journey and be able to create an impact with UFS customers</li></ul>
REQUIRED QUALIFICATIONS:<ul><li>
9&ndash;10 years of experience in Customer Operations (Supply Chain), Customer Development (Sales), related roles, with a strong track record in direct customer engagement.</li><li>
Experience partnering with senior leaders and cross-functional teams to deliver outcomes.</li><li>
Skilled in storytelling, customer collaboration and strategic thinking</li><li>
Strong relationship management and team leadership both internally and externally</li></ul>
Pay: The pay range for this position is $146,200 to $219,400. Unilever takes into consideration a wide range of factors that are utilized in making compensation decisions including, but not limited to, skill sets, experience and training, licensure and certifications, qualifications and education, and other business and organizational needs.
Bonus: This position is bonus eligible.
Long-Term Incentive (LTI): This position is LTI eligible.
Benefits: Unilever employees are eligible to participate in our benefits plan. Should the employee choose to participate, they can choose from a range of benefits to include, but is not limited to, health insurance (including prescription drug, dental, and vision coverage), retirement savings benefits, life insurance and disability benefits, parental leave, sick leave, paid vacation and holidays, as well as access to numerous voluntary benefits. Any coverages for health insurance and retirement benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.
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At Unilever, inclusion is at the heart of everything we do. We welcome applicants from all walks of life and are committed to creating an environment where everyone can thrive/succeed. All applicants will receive fair and respectful consideration, and we actively support the growth and development of every employee. 
 
Unilever is an Equal Opportunity Employer/Protected Veterans/Persons with Disabilities. 
 
For more information on your federal rights, please see Know Your Rights: Workplace Discrimination is Illegal
Employment is subject to verification of pre-screening tests, which may include drug screening, background check, credit check and DMV check.
If you are an individual with a disability in need of assistance at any time during our recruitment process, please contact us at NA.Accommodations@unilever.com. Please note: This email is reserved for individuals with disabilities in need of assistance and is not a means of inquiry about positions or application statuses. The Protected Veterans or Individuals with Disabilities AAP narratives are available for inspection by any employee or applicant for employment Monday through Friday during normal business hours at establishment.</div>

Associate Director, Customer Experience UFS

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

Sephora

<div>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more. 
Reporting to: Marketing Director.
Location: Dubai, United Arab Emirates. 
Position Purpose:
Own overall Customer Loyalty Strategy for Sephora Middle East. Provide expertise and leadership to define and implement customer loyalty strategies that successfully build profitable, long-term customer relationships across all channels. Partner with cross-functional teams, business partners, and channel execution groups to define and design an impactful promise for the loyalty program, and to ensure proper implementation, activation and measurements are in place. Lead the development of experience and communications strategies rooted in business and brand goals, customer data and channel-level best practices. Provide strategic direction into the data and technology needed to support the implementation and execution of the loyalty strategy and specific program management. 
You will excel and enjoy this position if you are ready to actively handle the following missions:
Strategy
<ul><li>Lead the development and execution of CRM strategy and function, including data gathering and quality, database understanding, targeting, marketing deployment and loyalty program enhancement and management.</li><li>
Evolve and optimize email, direct mail, SMS and touchpoint strategy to maximize customer loyalty and drive retention</li><li>
Evolve loyalty program to be a powerful loyalty driver that is consistent with the vision of the brand</li><li>
Drive strategic decision making through effective communication at a senior management level</li><li>
Support cross functional initiatives by serving as a thought leader across the company, providing consultation and best practices for CRM and customer engagement.</li><li>
Define key priorities for implementation and technologies needed and build data supported Business cases for strategic solutions</li><li>
Lead strategy roadmap and end-to-end execution of lifecycle campaigns to increase conversion and success against KPIs by leveraging channels</li><li>
Establish strong relationship with Products, Data science, Design, and other counterparts, collaborate on prioritization for roadmap and resolve dependencies</li><li>
Lead, manage and optimize all customer service processes and call center directives to ensure the best in class customer service from our call center teams.</li></ul> 
Customer Insight
<ul><li>Set KPIs targets and assess the impact of CRM project short and long term</li><li>
Conduct market research in partnership with the central team to better understand new consumer expectations and rework the loyalty promise accordingly</li><li>
Prioritize and scope analysis request from cross functional teams (Marketing, retail, e-commerce) to ensure the right level of support is provided in a timely way (store cannibalization, retention of B&amp;M customers online during lockdown&hellip;)</li><li>
Establish analytics and reporting structure to educate other leaders about customers and CRM tactics</li><li>
Drive analysis of customer value and behavior data to produce actionable insights to embed onto life cycle campaigns that drive business strategies and value</li></ul> 
Loyalty Program<ul><li>
Define and manage the SBP marketing plan / calendar including all activations and brand priorities in partnership with omnichannel and category teams ensuring smooth coordination with external and internal teams.</li><li>
Manage all aspects of marketing, media planning and PR related to the Loyalty program as well as the execution of the related direct marketing campaigns (target, offer&hellip;)</li><li>
Interpret campaign performance data and turn them into actionable business insights and communication guidelines</li><li>
Build story telling for the brands using reports to show the profitability of participating/ contributing to the loyalty program gifts</li><li>
Partner with Category Managers teams to lead the negotiation with brand suppliers on gifting and offers that will be used for the program</li><li>
Monitor closely on all the plans implementation, schedule and activities for all markets and offers to guarantee the consistency and right the image of SBP in all materials.</li><li>
Develop Beauty Pass members experiences that money can&rsquo;t buy and leverage on personalization to create unique customer journey to pamper our best members and grow their engagement.</li><li>
Build the brand love for the loyalty program buy building a strong promise and communicating loudly about the perks.</li></ul> 
 Team Structure &amp; Talent Management<ul><li>
Recommend appropriate organizational, budgetary and resource changes as needed.</li><li>
Develop key structures and workflows that contribute to the success of the CRM team and coordination with local and cross functional teams.</li></ul> 
Do not hesitate to apply if you have:<ul><li>
The successful candidate for this role is not only a strategic thinker and problem solver able to break down business needs into technical requirements.</li><li>
Preferred experience of 6-8 years in Retail/Consumer Goods/FMCG or/and Fashion Industry with excellent track record of CRM/Loyalty Programs.</li><li>
Arabic is preferred, not mandatory.</li><li>
She/He has a track record of being a cross-functional collaborator who can lead with influence and drive multiple priorities in a fast-paced environment by working closely with Product, Data Science, Engineering, Marketing, and Retails Teams and flexibility to travel.</li></ul> 
Here, you will find:<ul><li>
Community: In which authenticity is embraced, and the strength of our differences fuels our collective spirit.</li><li>
Culture of Empowerment: Learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead.</li><li>
Work that Brings Fulfilment: From delighting clients every day, to inspiring our industry at large, every action makes a difference.</li></ul><div></div><div> 
Join us and belong to something beautiful</div></div>

CRM and Loyalty Director

National Childrens Alliance

<div>Description:

ABOUT THE ORGANIZATION
National Children&rsquo;s Alliance (NCA) is the national association and accrediting body for Children&rsquo;s Advocacy Centers (CACs). Formed in 1988, NCA has been providing support, technical assistance, and quality assurance for CACs, while serving as a voice for abused children for nearly 40 years.
JOB SUMMARY
The Director of Member Services provides leadership and oversight of all membership functions and activities for all levels of NCA membership and acts as the point of contact at NCA for our member State Chapters. This position works cooperatively with all NCA Departments, state chapters and Victims of Child Abuse Act Partners to coordinate and respond the needs of NCA members. 
In addition to operational leadership, the Director of Member Services leads membership growth, retention, and engagement strategies, using data and trend analysis to inform planning, improve member experience, and support organizational goals. This position analyzes membership metrics and emerging trends to guide strategy, strengthen partnerships, and enhance the value of NCA membership.
The Director is part of the Senior Management Team and is supervised by the Vice President of Programs. This position requires excellent verbal and written communication skills and the ability to facilitate and navigate complex systems.
ESSENTIAL FUNCTIONS<ul><li>
Project management and facilitation skills for high level systems improvement projects.</li><li>
Provide training, development, management, supervision, and evaluation of all direct reports.</li><li>
Oversee the functions of the Membership Department to deliver a high-quality member experience.</li><li>
Ensure compliance with all grant deliverables.</li><li>
Establish, monitor, and evaluate the effectiveness of membership growth, engagement, and retention strategies to ensure alignment with organizational goals.</li><li>
Provide strategic and operational oversight of membership-related initiatives aligned with the organization&rsquo;s Strategic Plan goals and priorities. Current focus areas include, but are not limited to, expanding access and support for military families, promoting CAC sustainability, and enhancing support for Rural Children&rsquo;s Advocacy Centers.</li><li>
Oversee the planning, implementation, and continuous improvement of major departmental events, including the Urban Forum, National Chapter Summit, New Chapter Leadership Orientation, and Leadership Conference, ensuring alignment with member needs and organizational objectives.</li><li>
Provide oversight of NCA Engage, the organization&rsquo;s learning management system, to ensure high-quality, accessible education and training.</li><li>
Build and sustain collaborative relationships on behalf of the organization with NCA&rsquo;s Members, Chapters, RCACs, funders, and other national stakeholders.</li><li>
Collaborative and coalition building skills.</li><li>
Ability to constructively manage competing interests and conflict</li></ul>
Requirements:

The Director of Member Services shall have but not be limited to the following qualifications:
<ul><li>Baccalaureate degree required; post-Baccalaureate degree in related work is preferred.</li><li>
Demonstrated management and leadership skills with cross-functional work teams.</li><li>
Proven ability to succeed in a fast-paced environment involving complex initiatives and multiple stakeholder groups.</li><li>
Demonstrated prior supervisory experience, including managing, coaching, and evaluating multiple staff members.</li><li>
Demonstrated ability to effectively use, adapt to, and support the adoption of new and emerging technologies.</li><li>
Prior knowledge of or work in a Children's Advocacy Center, including to provide technical assistance and training to children&rsquo;s advocacy centers and chapters.</li><li>
Applicants need prior experience working in or leading a CAC, Chapter, or Regional Children&rsquo;s Advocacy Center.</li><li>
Knowledge of and experience with national associations preferred.</li><li>
Leadership, learning, and growth mindset.</li><li>
Demonstrated excellence in both written and oral communications.</li><li>
An ability and willingness to travel.</li><li>
Knowledge of sound financial management and quality assurance practices.</li></ul> 
NCA offers a comprehensive benefits package designed to support employees&rsquo; health, well-being, and work-life balance. Benefits include medical, dental, and vision coverage; flexible spending accounts (FSA); life and disability insurance; paid time off (PTO) and sick time.</div>

Director of Member Services

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