Toastmasters International
Global Customer Operations Director (Hybrid) New Englewood, CO
Toastmasters International, Englewood, Colorado, us, 80151
Global Customer Operations Director (Hybrid)
Englewood, CO Overview
We are seeking a dynamic and strategic Global Customer Operations Director to lead our club quality and member support organization. This executive-level leader will be responsible for defining and executing a scalable, tech-forward customer care strategy that enhances the club and member experience, drives operational excellence, and delivers measurable improvements in KPIs. This role requires a visionary thinker with a hands-on ability to translate strategy into action. You’ll oversee a team of member support professionals across multiple channels, onshore and offshore, partner with cross-functional leaders, and leverage data and technology to continuously improve service delivery. Key Responsibilities
Leadership: Develop and execute a long-term operational strategy for club and member support aligned with company goals. Build and scale a best-in-class customer care function that adapts to evolving member expectations and business needs. Partner with senior leadership to align club and member support with education, districts, and marketing initiatives. Proven track record of reporting on departmental updates and projects to executives and BOD. Strong collaboration skills across levels of staff and cross-functionally in the company. Problem solve and initiate new ideas using tools like SWOT, pros and cons, and business cases. Foster an environment of accountability, continuous improvement, and member-first mindset. Ability to motivate and inspire teams. Operational Excellence: Lead, mentor, and grow a high-performing team of customer care managers and frontline agents. Deliver against company goals and KPIs. Design and implement efficient processes, workflows, and policies to optimize performance and service delivery. Set and monitor key performance indicators (KPIs), including CSAT, NPS, FCR, AHT, and SLA adherence. Technology & Innovation: Champion the use of technology to improve customer experience—this includes CRM systems, IVR setups, AI-powered chat, self-service portals, and automation tools. Evaluate and implement customer care tools and platforms that enhance productivity and insights. Leverage data analytics to inform decisions, predict trends, and personalize support. Customer Advocacy: Serve as the voice of the customer internally to ensure feedback is translated into actionable improvements. Foster a customer-centric culture rooted in empathy, accountability, and proactive problem-solving. Qualifications
Possess digital dexterity to lead an operational team with a technical mindset. 10+ years of progressive leadership experience in customer care, customer service, or operations. 8+ years in a management role leading multi-channel (phone, email, chat, social) support operations. Demonstrated success in developing and implementing customer care strategies that significantly improve performance metrics. Experience with managing through KPIs. Strong understanding of modern customer service technologies and platforms (MS Call Center/Omni Channel, Dynamics CE and F&O, OpenEdX Learning Platforms). Strong technical background, with the ability to lead and drive automation, and collaborate cross-functionally to implement scalable and data-driven solutions. Proven track record of leading change management, process optimization and automation, and digital transformation initiatives. Ability to understand detailed requirements for the CQMS team and have the wherewithal to see the bigger picture across the company. Proven track record of developing strategic goals and delivering tactical plans to achieve them. Experience with utilizing offshore resources to achieve great performance and lower cost. Exceptional analytical, communication, and leadership skills. Bachelor’s degree in Business, Information Systems, or related field; MBA or relevant graduate degree preferred. This position is accepting applications until 10/31/2025. Details
Pay Range: $140,000 - $170,000 USD Location: Hybrid role (some remote days, some on-site in Englewood, CO, typically 3 days per week) at 9127 S. Jamaica St., Englewood, CO 80112. When in the office, we follow CDC guidelines. Compliance with all company policies, including COVID-19 vaccination policy and testing and face-covering policy, is a condition of employment. You must be able to connect to a reliable internet service to perform all job duties when working from home. Work authorization is required, and sponsorship is not available. Candidates must be legally authorized to work in the U.S. Benefits
We offer a competitive salary and benefits package: Medical, Dental, Vision, Life, Short and Long-Term Disability Insurance, 401(k) Retirement Plan with a match, along with 15 days of paid vacation, 10 paid sick days, and 12 paid holidays. Additional information about culture, wellness events, and team activities is provided during the interview process. Join Toastmasters: opportunities to become a Toastmasters member with free on-site membership and access to an on-site company club. Note: This is a summary of the role; for more details, including application instructions, see the posting on the official careers site.
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Englewood, CO Overview
We are seeking a dynamic and strategic Global Customer Operations Director to lead our club quality and member support organization. This executive-level leader will be responsible for defining and executing a scalable, tech-forward customer care strategy that enhances the club and member experience, drives operational excellence, and delivers measurable improvements in KPIs. This role requires a visionary thinker with a hands-on ability to translate strategy into action. You’ll oversee a team of member support professionals across multiple channels, onshore and offshore, partner with cross-functional leaders, and leverage data and technology to continuously improve service delivery. Key Responsibilities
Leadership: Develop and execute a long-term operational strategy for club and member support aligned with company goals. Build and scale a best-in-class customer care function that adapts to evolving member expectations and business needs. Partner with senior leadership to align club and member support with education, districts, and marketing initiatives. Proven track record of reporting on departmental updates and projects to executives and BOD. Strong collaboration skills across levels of staff and cross-functionally in the company. Problem solve and initiate new ideas using tools like SWOT, pros and cons, and business cases. Foster an environment of accountability, continuous improvement, and member-first mindset. Ability to motivate and inspire teams. Operational Excellence: Lead, mentor, and grow a high-performing team of customer care managers and frontline agents. Deliver against company goals and KPIs. Design and implement efficient processes, workflows, and policies to optimize performance and service delivery. Set and monitor key performance indicators (KPIs), including CSAT, NPS, FCR, AHT, and SLA adherence. Technology & Innovation: Champion the use of technology to improve customer experience—this includes CRM systems, IVR setups, AI-powered chat, self-service portals, and automation tools. Evaluate and implement customer care tools and platforms that enhance productivity and insights. Leverage data analytics to inform decisions, predict trends, and personalize support. Customer Advocacy: Serve as the voice of the customer internally to ensure feedback is translated into actionable improvements. Foster a customer-centric culture rooted in empathy, accountability, and proactive problem-solving. Qualifications
Possess digital dexterity to lead an operational team with a technical mindset. 10+ years of progressive leadership experience in customer care, customer service, or operations. 8+ years in a management role leading multi-channel (phone, email, chat, social) support operations. Demonstrated success in developing and implementing customer care strategies that significantly improve performance metrics. Experience with managing through KPIs. Strong understanding of modern customer service technologies and platforms (MS Call Center/Omni Channel, Dynamics CE and F&O, OpenEdX Learning Platforms). Strong technical background, with the ability to lead and drive automation, and collaborate cross-functionally to implement scalable and data-driven solutions. Proven track record of leading change management, process optimization and automation, and digital transformation initiatives. Ability to understand detailed requirements for the CQMS team and have the wherewithal to see the bigger picture across the company. Proven track record of developing strategic goals and delivering tactical plans to achieve them. Experience with utilizing offshore resources to achieve great performance and lower cost. Exceptional analytical, communication, and leadership skills. Bachelor’s degree in Business, Information Systems, or related field; MBA or relevant graduate degree preferred. This position is accepting applications until 10/31/2025. Details
Pay Range: $140,000 - $170,000 USD Location: Hybrid role (some remote days, some on-site in Englewood, CO, typically 3 days per week) at 9127 S. Jamaica St., Englewood, CO 80112. When in the office, we follow CDC guidelines. Compliance with all company policies, including COVID-19 vaccination policy and testing and face-covering policy, is a condition of employment. You must be able to connect to a reliable internet service to perform all job duties when working from home. Work authorization is required, and sponsorship is not available. Candidates must be legally authorized to work in the U.S. Benefits
We offer a competitive salary and benefits package: Medical, Dental, Vision, Life, Short and Long-Term Disability Insurance, 401(k) Retirement Plan with a match, along with 15 days of paid vacation, 10 paid sick days, and 12 paid holidays. Additional information about culture, wellness events, and team activities is provided during the interview process. Join Toastmasters: opportunities to become a Toastmasters member with free on-site membership and access to an on-site company club. Note: This is a summary of the role; for more details, including application instructions, see the posting on the official careers site.
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