director of customer service

Ministry of Education Dubai

Job Description Since the establishment of the union of the United Arab Emirates in 1971, education has received the utmost attention of the founding leader, Sheikh Zayed bin Sultan Al Nahyan, may Allah have mercy on him, and his founding brothers. They believed that education was the cornerstone of building an enabled community that could keep pace with the advancements. Over the past decades, the wise leadership of the country was keen on building an educational system that matched its counterparts in the advanced nations. It harnessed for this purpose all the required capabilities, to achieve the country's agenda and national vision in this regard. Sincere efforts have also been made to develop education and adopt the best systems that achieve high-quality education outputs, to achieve the future visions and aspirations of the wise leadership. Since investing in human capital is the main objective, the UAE has been keen on establishing the Ministry of Education and creating the appropriate environment to build pioneering Emirati schools, in terms of standards, form, and content they provide. It also made sure that such schools provided high-quality educational environment and owned the most technically advanced tools to be able to graduate generations that could pursue their university education confidently in higher education institutions to fulfil the requirements of labour market. The MOE has also provided a smart learning system and high-quality digital platforms, side by side with the continuous development of school curriculums, according to national learning standards, assessment policy that is based on assessing for learning, and highest quality standards that match the best international practices. Various learning tracks, moreover, have been provided to support the capabilities and skills of students and achieve the country's strategy of encouraging the culture of creativity and innovation through providing the students with the skills of the 21st century and motivating them to have new ideas that relate to the reality they live in and foresee the future. This will eventually help in finding radical, sustainable solutions to the major issues, improving competitiveness, and supporting smart government in its attempts to keep pace with global advancements, advance education, and push it to broad horizons of excellence, leadership, and competitiveness. Department Definition: Director of Customer Services to lead and oversee the operations of Call Centre Operations, Customer Happiness Centre Operations, and Service Quality &amp; Continuous Improvements sections. The role focuses on ensuring exceptional customer experiences, optimizing operations, and driving continuous improvements across all service channels. Main Job Duties &amp; Responsibilities: Call Centre Operations Section: - Oversee the Call Centre Operations, ensuring efficient and timely handling of customer inquiries. - Develop and implement strategies to improve call response time, first-call resolution, and overall customer satisfaction. - Monitor performance metrics, such as Average Handling Time (AHT) and service level adherence, to achieve organizational targets. - Provide leadership and support to call center teams through training, coaching, and performance monitoring. - Leverage technology and tools to enhance operational efficiency and automate call center processes. Customer Happiness Centre Operations Section: - Ensure Customer Happiness Centers deliver high-quality, customer-centric services aligned with organizational values. - Streamline operations to reduce waiting times, optimize workflow, and ensure timely resolution of inquiries. - Develop initiatives to improve customer experience and achieve high satisfaction rates. - Monitor and analyze customer feedback to identify trends, gaps, and opportunities for service enhancement. - Collaborate with internal departments to resolve systemic issues impacting customer happiness. Service Quality &amp; Continuous Improvements Section: - Develop and implement frameworks for monitoring service quality across all customer service channels. - Define and track Key Performance Indicators (KPIs) to measure and enhance service performance. - Drive continuous improvement initiatives by analyzing processes, identifying inefficiencies, and implementing solutions. - Conduct regular audits and evaluations to ensure compliance with organizational standards and service policies. - Leverage customer satisfaction surveys and feedback to implement targeted improvements. - Foster a culture of innovation and excellence to consistently improve service delivery and operational performance. Skills - 15+ years of experience in customer service operations, proven expertise in managing call center operations, customer happiness centers, and service quality improvements. - A bachelor s or master s degree within business administration, Customer Service Management, or within a relevant field. - Customer Service Platforms: Expertise in implementing and overseeing customer service management systems (e.g., CRM tools like Salesforce, Zendesk, or Microsoft Dynamics). - Performance Monitoring Systems: Strong ability to analyze metrics and dashboards for service quality, such as Average Handling Time (AHT), First Call Resolution (FCR), and Customer Satisfaction (CSAT). - Process Improvement Frameworks: Familiarity with methodologies like Six Sigma or Lean Management to enhance operational workflows. - Customer Service Excellence: Ability to deliver high-quality customer service, with a strong commitment to customer satisfaction. - Performance Optimization: Skilled in optimizing call center and in-person service operations to improve efficiency and customer satisfaction. - Problem Solving &amp; Escalation Management: Strong problem-solving skills with experience in orchestrating escalation management frameworks and resolving complex customer issues. - Leadership: Effective team leadership and management skills, fostering a positive and productive work environment. - Communication: Strong communication skills for effective collaboration with cross-functional teams and clear, empathetic customer interaction. - Speaking, Reading &amp; Writing English &amp; Arabic.

Director of Customer Service

Cool Cat Fence

About UsCool Cat Fence, a division of Inline Fence LLC, is a fast-growing leader in premium fencing solutions&mdash;combining expert craftsmanship, bold branding, and best-in-class customer service. Headquartered in Tukwila, WA, we&rsquo;re redefining what it means to deliver a modern, five-star experience in the home services industry. As we continue to scale, we&rsquo;re looking for a passionate, driven leader to take ownership of both our Customer Experience and Marketing departments.Position SummaryWe&rsquo;re seeking a Director of Customer Experience &amp; Marketing &mdash; a people-loving, brand-building powerhouse who can inspire teams, strengthen systems, and shape how customers experience our brand from first touchpoint to final follow-up. This role blends strategic marketing leadership with hands-on customer service management. You&rsquo;ll oversee everything from marketing campaigns and brand storytelling to customer communication, satisfaction, and retention.What You&rsquo;ll Be Responsible ForCustomer Experience Leadership<ul><li>Lead and grow a high-performing customer experience team that&rsquo;s energized, accountable, and solutions-driven.</li><li>Create and uphold a five-star service culture where every customer feels heard, supported, and cared for.</li><li>Handle escalations with calm authority&mdash;bringing clarity, confidence, and resolution to complex situations.</li><li>Develop, document, and implement clear SOPs to streamline operations and maintain high standards.</li><li>Build systems that improve communication, reduce friction, and enhance the overall customer journey.</li><li>Partner closely with Sales and Operations to ensure a seamless handoff from lead to installation.</li><li>Produce weekly department reports and performance metrics for leadership review.</li><li>Drive continuous improvement through data analysis, feedback, and proactive change management.</li></ul>Marketing Strategy &amp; Execution<ul><li>Develop and execute comprehensive marketing strategies that drive awareness, generate leads, and support sales growth.</li><li>Manage all digital marketing channels, including Google Ads, SEO, email campaigns, and social media.</li><li>Oversee creative content development for digital and print campaigns, ensuring consistent brand voice and visuals.</li><li>Analyze marketing and customer data to identify trends, optimize strategies, and measure ROI.</li><li>Collaborate with vendors, designers, and internal teams to bring campaigns to life.</li><li>Stay current with home service industry trends and competitor activity to keep Cool Cat Fence ahead of the curve.</li></ul>Who You Are<ul><li>5+ years of leadership experience in customer service, marketing, or home services (fencing/contracting experience a plus).</li><li>A proactive problem-solver who takes ownership, acts fast, and follows through.</li><li>Experienced in managing and motivating teams across multiple locations or time zones.</li><li>Creative and data-driven&mdash;you understand both storytelling and strategy.</li><li>Confident handling high-pressure situations and resolving customer issues with professionalism.</li><li>Skilled in digital marketing tools, CRM systems (ServiceTitan experience is a major plus), and data reporting.</li><li>Strong communicator&mdash;both in writing and verbally&mdash;with an ability to lead through clarity and structure.</li><li>High energy, positive attitude, and strong moral compass&mdash;your tone sets the tone for the team.</li></ul>Why You&rsquo;ll Love This Role<ul><li>Real ownership&mdash;you&rsquo;ll shape both the customer experience and marketing direction of a fast-growing brand.</li><li>Join a team that values high standards, creative thinking, and continuous growth.</li><li>Make a measurable impact&mdash;on our customers, our culture, and our company trajectory.</li><li>Enjoy flexibility, leadership trust, and a supportive environment that prioritizes results over clock-watching.</li></ul>What You&rsquo;ll Get From Us<ul><li>Competitive salary: $80,000 &ndash; $110,000 annually, depending on experience.</li><li>Paid holidays, vacation time, and flexibility where it counts.</li><li>A creative, collaborative workspace with a fast-moving, no-nonsense team.</li><li>A clear lane for growth and a leadership seat at the table&mdash;you&rsquo;re not here to fill a role; you&rsquo;re here to own it.</li></ul>The Bottom LineIf you&rsquo;re someone who thrives on building strong teams, crafting powerful marketing, and creating unforgettable customer experiences, this is your chance to lead both sides of the brand that&rsquo;s changing the fence game.We&rsquo;re not just looking for a manager&mdash;we&rsquo;re looking for a leader who can elevate our customer experience and marketing strategy to the next level.Sound like you? Let&rsquo;s talk.Job Type: Full-timePay: $80,000.00 - $120,000.00 per yearExperience:<ul><li>Customer Service Management: 2 years (Required)</li><li>Marketing: 2 years (Required)</li></ul>Work Location: In person

Director of Customer Experience & Marketing

Defence Housing Australia

Director of Service Operations - Customer Service Centre Job no: 493668 Work type: Full Time, Full Time / Part Time Location: Adelaide Classification: Executive Level 2 About us DHA was established in 1988 following passage of the Defence Housing Australia Act 1987 (DHA Act) to provide adequate and suitable housing for, and housing related services to, members of the Australian Defence Force (ADF) and their families. We remain committed to our purpose of providing housing, and housing related services, to ADF members and their families to support Defence's operational needs. DHA manages an expanding portfolio of housing solutions and provides housing for over 17,200 ADF members and their families and administers rent allowance for more than 16,000 ADF members and their families in private rental accommodation. DHA provides housing related services advising on eligibility, providing posting support, and managing bookings and allocation services for all DHA provisioned housing and on base accommodation to approximately 60,000 ADF members. The Service Delivery Group is responsible for providing all housing and customer services to contractors, landlords, ADF members and their families. This includes managing DHA's housing portfolio, administering housing benefits and providing property care services to landlords. The Service Delivery Group are responsible for supporting DHA to meet its strategic outcomes through: <ul> <li>Operational delivery of tenancy, landlord and property management functions across regions.</li> <li>Administration of housing benefits in accordance with Defence policy.</li> <li>Provision of DHA's asset management function, delivery of upgrades work, Defence construction projects and contract management functions.</li> <li>Provision of operational training content for Service Delivery staff.</li> <li>Provision of specialised customer service and property management.</li> <li>Provision of high level contract management and tender support to a national panel of repairs and maintenance contractors.</li> <li>Ensuring property repairs, maintenance and asset management are planned, co ordinated and standardised.</li> </ul> About the role In this role, you will be a strategic leader within the Customer Experience branch, dedicated to achieving strong operational performance outcomes for the Customer Service Centre. You will be responsible for meeting operational and financial performance targets, effective workforce planning, and ensuring all contractual requirements are fulfilled. You will lead a geographically diverse team, ensuring that business outcomes align with corporate objectives. Through supportive coaching and performance management, you will empower your team to deliver exceptional customer service to all stakeholders. You will provide clear guidance and direction to foster a high performing and engaged team. Building strong and honest relationships with high profile stakeholders, based on an ethical foundation, will be a key aspect of your role. Benefits for working at DHA include: <ul> <li>15.4% superannuation</li> <li>Generous leave entitlements, including 18 days personal leave and 20 days annual leave per year</li> <li>Work life balance and flexible working options (including part time arrangements)</li> <li>A positive workplace culture where you can bring your whole self to work</li> <li>Opportunities to broaden your industry knowledge and experience</li> <li>Career progression and opportunities</li> <li>A dedicated Employee Assistance Program for you and your family to access in times of need</li> <li>ADF partner employment conditions when posting to a new location</li> </ul> This is a Non ongoing Engagement for a period of up to 12 months with possibility of extension or permanency. All successful applicants are required to be eligible to complete a Baseline Vetting security clearance for consideration of the Australian Government Security Vetting Agency (AGSVA). How to apply To apply, click the Apply Now button below with your current resume and a 500-word pitch, addressing the requirements of the role. For more information about the role, click View Candidate Information Pack button below. Please contact Meagan Jaunutis, Head of Customer Experience. RecruitAbility applies to this vacancy. Under the RecruitAbility scheme you will be invited to participate in further assessment activity for the vacancy if you choose to apply under the scheme; declare you have a disability; and meet the minimum requirements for the job. For more information visit: Employment with DHA is conditional on successful applicants demonstrating that they are an Australian citizen and can obtain and maintain a security clearance at the required level. Inclusion and Diversity DHA is committed to building an inclusive and diverse workforce. We welcome applications from across our community including, Aboriginal and Torres Strait Islander peoples, women, people with disability, people from culturally and linguistically diverse backgrounds, those who identify as LGBTIQ+, ex defence members, mature aged employees and carers.

Director of Service Operations - Customer Service Centre

Dubai Holding

<div>
 
 
 About Dubai Holding Real Estate:
 
 
 
 
 
 
 Dubai Holding&rsquo;s real estate business has developed strategic destinations and communities that offer unique and attractive lifestyle opportunities to meet the evolving needs of Dubai&rsquo;s residents and visitors alike. As a master developer, we invest in sustainable infrastructure, accessibility, community amenities and family-focused facilities including community centres, mosques, schools, supermarkets and landscaping.
 
 
 
 
 
 Our integrated real estate offering also includes a robust land sales portfolio, project management for large-scale projects, as well as top-notch facilities management services.
 
 
 
 
 
 
 About the Job:
 
 
 
 
 
 
 An opportunity has arisen for a
 
 Director - Residential Customer Care
 
 to join
 
 Dubai Holding Real Estate.
 
 The main duties and responsibilities of this role:
 
 
 
 
 <ul>
 <li>
 Oversee day-to-day operations of the customer service department and work with a team of customer service representatives to ensure that all customer inquiries are handled in a timely and professional manner.
 </li>
 <li>
 Manage all customer service-related matters including after sales and sales operation as well as hand-over and beneficial occupation processes. Proactively address any community management challenges that may arise ensuring effective resolution and Customer satisfaction.
 </li>
 <li>
 Create and implement efficient and balanced workflows that maximize efficiency and produce high level of service quality and customer satisfaction, improving NPS (Net Promoter Score) - CSAT (Customer Satisfaction), or other Customer Metric.
 </li>
 <li>
 Develop and execute contact improvement strategies cross-functionally with other peers using multiple data sources (e.g., Voice of Customer, Voice of Associate, and Business Intelligence) to ensure qualitive processes aligned with business standards.
 </li>
 <li>
 Monitor and measure service metrics and volume to develop standards, improvements or changes to workflows and resource allocation whilst monitoring customer feedback and requests.
 </li>
 <li>
 Be the focal point of contact between the company verticals and its customers in providing necessary support in clarifying queries and in resolving customer issues in line with corporate governance frame works, policies and procedures underpinned by DOA's (Delegation of Authority).
 </li>
 <li>
 Develop and implement strategies to improve customer satisfaction, loyalty, and retention including creating new training programs or updating existing ones to better equip customer service representatives with the tools they need to provide exceptional service.
 </li>
 <li>
 Implement customer service and interaction policies, systems, initiatives, processes, and procedures to deliver the customer care strategy and achieve acceptable risk ratings for the Customer Service Centre in line with agreed SLA's (Service Level Agreements).
 </li>
 <li>
 Prepare feasibility studies and budgets, as required, for projects on a monthly and annual basis via the prepared business plan; forecast revenues and profitability by projecting varied business cases to be submitted.
 </li>
 <li>
 Actively pursue, establish, and foster excellent client relationships with the goal of providing best-in-class solutions to customer inquiries and complaints by proactively engaging with customers through various channels, including chat, complaint monitoring, engagement in customer conversations, and soliciting feedback. With agility as a core principle, ensure prompt and effective responses to customer needs.
 </li>
 <li>
 Provide high quality and consistent customer service to address the customers' business needs and requirements; respond quickly and accurately to queries and issues by providing professional attention and support.
 </li>
 <li>
 Ensure complaints are followed up with the appropriate departments/individuals, and provide timely, professional, and accurate feedback/resolution to customer inquiries/complaints.
 </li>
 <li>
 Conduct service quality audits by developing suitable checklists and questionnaires, visiting individuals, and administering checklists and questionnaires, analyzing data and preparing audit reports with recommendations on ways of improvement for the Customer Service Center to ensure that the key gaps in customer services are identified and a suitable action plan is developed.
 </li>
 <li>
 Ensure the team are continually updated with Company products and services to provide accurate and timely information to customers.
 </li>
 <li>
 Manage and oversee the execution of pre- and post-handover activities across the company /community ensuring effective engagement and interaction with customers.
 </li>
 <li>
 Prepare and present monthly customer care reports summarizing the total volume of remittance business generated, number and type of problems reported from the customers and settled each month with data and insights about the operations.
 </li>
 <li>
 Monitor and analyze customer data and trends, using this information to identify areas for improvement and to inform decision-making.
 </li>
 <li>
 Work closely with other senior leaders to ensure that customer management activities are aligned with the company's overall goals and objectives.
 </li>
 </ul>
 
 
 
 
 
 About you:
 
 
 
 
 
 
 The ideal candidate for this position will have the following experience and qualifications:
 
 
 
 
 <ul>
 <li>
 Bachelor's degree in business/ Marketing/ Communication Management. Master's degree preferred.
 </li>
 <li>
 Certified Customer Experience Professional (CCXP) / Customer Relationship Management (CRM) Certification/ Certified Customer Service Professional (CCSP) - preferred
 </li>
 <li>
 Minimum 8 to 10 years of experience in customer service, customer relationship management, sales, or marketing, with at least 5 years in a leadership or management role.
 </li>
 <li>
 Proficiency in Ms. Office suite and software applications, including customer relationship management (CRM) systems, social media and email marketing platforms.
 </li>
 <li>
 Ability to resolve customer complaints and develop strategies to improve customer satisfaction.
 </li>
 <li>
 Work under stringent deadlines and high-pressure environment and also motivate others.
 </li>
 <li>
 Strong analytical skills, interpersonal and influencing skills with versed communication skills in English and/ or Arabic. &middot; Proven ability to develop and implement successful customer management strategies.
 </li>
 <li>
 Ability to work effectively with other senior leaders to achieve business objectives.
 </li>
 <li>
 Excellent customer service skills, with a deep understanding of customer needs and expectations.
 </li>
 </ul>
 
 
 
 
 
 About the Benefits:
 
 
 
 
 
 
 At Dubai Holding, we're committed to nurturing the success and well-being of our colleagues. Join our dynamic and diverse team, and enjoy a comprehensive benefits package that includes competitive compensation, career development opportunities, and a collaborative work environment. We strongly believe in creating an empowered workforce that will help us build a connected city for tomorrow. We are committed to attracting the brightest minds and nurturing the most pioneering candidates who desire to make a great impact on the future of Dubai.
 
</div>

Director - Residential Customer Care - Dubai Holding Real Estate

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

Infosys

<div><h2 class="jobSectionHeader">Key Responsibilities:</h2> 
<ul>
<li>Customer support Team Leading experience people management experience Conducting performance reviews Appraisal discussion s Monthly reviews etc</li>
<li>Managing a Team to CS to Resolve customer issues and concerns in a professional and timely manner ensuring a high level of customer satisfaction</li>
<li>Sales Campaigning Selling cross selling and upselling products to drive additional revenue</li>
<li>Resource Planning Career planning Performance Management Work Force Management Team SLA KRA KPI CSAT Training</li>
<li>Effectively reviewing handle client escalations monitor analyze key performance indicators KPIs driving continuous improvement</li>
<li>Experience or knowledge for Messaging Web chat</li>
<li>Experience Knowledge of Service Levels Quality and Productivity KPI s</li>
<li>Manage shrinkages</li></ul> 
<h2 class="jobSectionHeader">
Preferred Skills:</h2>
Customer Service</div>

Team Lead Customer Service

American Arbitration Association

<div>Description
Director of ADR Services (2025-180) 
The Director of ADR Services is responsible for driving business development in the assigned region, promoting dispute resolution services, and managing the administration of arbitration and mediation cases. The role involves building effective business relationships with clients, advocates, and industry partners, and promoting the use of AAA's ADR services. 
 
This is a hybrid position (1-2 days or more in office, dependent on business need) and an annual incentive opportunity targeting 10%. Compensation for this position is based on location. This position requires fluency in both English and Spanish, including the ability to communicate effectively in written and spoken formats.<ul><li>
San Francisco, CA: $104,800 - $111,000</li><li>
Los Angeles, CA I Seattle, WA : $98,300 - $104,100</li></ul>
The American Arbitration Association (AAA) is the leading provider of arbitration and mediation dispute resolution services, and has consistently been named one of the 50 best non-profits to work for by the Non-Profit Times, our employees enjoy rewarding careers in a fast-paced, results-driven environment. We offer a competitive compensation package, including incentives. Eligible employees also participate in a comprehensive benefits program that includes medical, dental, orthodontia, vision coverage, student loan repayment, 403(b) retirement plan with substantial company match, discounted pet insurance, and generous paid-time-off benefits. 
 
Responsibilities<ul><li>
Serves as primary case management contact with parties and mediators on assigned cases; makes decisions on case issues in consultation with the Regional VP.</li><li>
Proactively identifies and pursues opportunities to grow the organization's ADR services business. Develops strategic plans and pitches to potential clients.</li><li>
Plays a vital role in the regional legal, business and ADR communities, focusing on being a resource to facilitate dispute resolution and promote the use of AAA's ADR services. Builds and maintains strong relationships with clients, prospects, and industry partners.</li><li>
Develops and delivers engaging presentations to various stakeholder groups, effectively communicating the organization's value proposition.</li><li>
Manages assigned cases and ensures information is entered and maintained in case management system; makes case-related decisions by applying knowledge of rules and procedures and exercising independent judgment and discretion.</li><li>
Advises arbitrators on procedural hearing management and related issues.</li><li>
Analyzes needs, problems and trends of users as well as the quality of service delivered by pulling relevant metrics from the existing database; responds to inquiries regarding AAA's ADR services in a timely manner.</li><li>
Participates in hearings/conferences and provides feedback and recommendations where appropriate to the RVP in order to maintain or improve the quality and delivery of services.</li><li>
Helps recruit panel members consistent with AAA's Qualification Criteria for Admittance to the Roster of Arbitrators and Mediators; participates in review of panel members based on existing caseloads and needs.</li><li>
Reviews and tracks trends regarding the regional markets where we provide our services.</li><li>
Assists with arbitrator training programs, education programs/conferences and elections as necessary.</li><li>
Ensures confidentiality of case information and case records; adheres to the AAA's information security and data privacy policies, procedures, and practices.</li><li>
Demonstrates regular, reliable, and predictable job attendance.</li><li>
Attends on-site and in-person meetings and training sessions.</li></ul>
 Qualifications<ul><li>
Education &amp; Experience: Bachelor's degree required in business, legal, or related discipline (advanced degree preferred); 3-5 years of related work experience in a business development role, preferably in the Legal Services field; or an equivalent combination of education and work experience.</li><li>
Business Development Skills: Proven track record of identifying, pursuing and closing new business opportunities. Adept at building and managing client relationships. Strategic thinker with strong sales and negotiation abilities.</li><li>
Strong presentation and communications skills (written and verbal).</li><li>
Technology Skills: Intermediate proficiency with Microsoft Word, Excel, Outlook, and PowerPoint.</li><li>
Travel: Ability to travel periodically (20%) to clients, training events, and other AAA offices and conferences.</li></ul>
The American Arbitration Association is an equal opportunity employer (EEO) and considers all employees and applicants for positions without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, marital status, or status as a covered veteran in accordance with applicable federal, state and local laws.</div>

Director of ADR Services

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