Toastmasters International
Global Customer Operations Director (Hybrid)
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 define and execute 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 will 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. Report updates and projects to executives and the board of directors. Collaborate across staff levels and functions. Use tools like SWOT and business cases to drive improvements. Foster accountability, continuous improvement, and a member-first mindset. 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 KPIs (e.g., CSAT, NPS, FCR, AHT, SLA adherence). Technology & Innovation:
Champion technology to improve customer experience (CRM systems, IVR, AI-powered chat, self-service portals, automation). Evaluate and implement tools 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 to translate feedback into actionable improvements. Foster a customer-centric culture rooted in empathy, accountability, and proactive problem-solving. Qualifications
10+ years of progressive leadership in customer care, customer service, or operations; 8+ years in a management role leading multi-channel support operations. Proven success in developing and implementing customer care strategies that significantly improve performance metrics. Strong understanding of modern customer service technologies and platforms (MS Call Center/Omni Channel, Dynamics CE & F&O, OpenEdX). Technical background with ability to lead automation and collaborate cross-functionally on scalable, data-driven solutions. Experience leading change management, process optimization, automation, and digital transformation initiatives. Ability to understand detailed requirements for CQMS and see the bigger picture across the company. Experience with offshore resources to achieve high performance and cost efficiency. Excellent analytical, communication, and leadership skills. Bachelor’s degree in Business, Information Systems, or related field; MBA or related graduate degree preferred. This position is accepting applications until 10/31/2025. Role Details
Hybrid role with some days remote and some on-site (typically 3 days per week) at 9127 S. Jamaica St., Englewood, CO 80112. In-office operations follow CDC guidelines. Pay Range: $140,000 - $170,000 USD. Compliance with company policies, including COVID-19 vaccination/testing and face-covering policies, is a condition of employment. Must have work authorization in the U.S. Sponsorship is not available. Equal Opportunity & Voluntary Self-Identification
Toastmasters International is an equal employment opportunity employer. We invite voluntary self-identification of disability and veteran status for government reporting purposes. Completion is voluntary and confidential; it will not affect hiring decisions.
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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 define and execute 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 will 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. Report updates and projects to executives and the board of directors. Collaborate across staff levels and functions. Use tools like SWOT and business cases to drive improvements. Foster accountability, continuous improvement, and a member-first mindset. 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 KPIs (e.g., CSAT, NPS, FCR, AHT, SLA adherence). Technology & Innovation:
Champion technology to improve customer experience (CRM systems, IVR, AI-powered chat, self-service portals, automation). Evaluate and implement tools 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 to translate feedback into actionable improvements. Foster a customer-centric culture rooted in empathy, accountability, and proactive problem-solving. Qualifications
10+ years of progressive leadership in customer care, customer service, or operations; 8+ years in a management role leading multi-channel support operations. Proven success in developing and implementing customer care strategies that significantly improve performance metrics. Strong understanding of modern customer service technologies and platforms (MS Call Center/Omni Channel, Dynamics CE & F&O, OpenEdX). Technical background with ability to lead automation and collaborate cross-functionally on scalable, data-driven solutions. Experience leading change management, process optimization, automation, and digital transformation initiatives. Ability to understand detailed requirements for CQMS and see the bigger picture across the company. Experience with offshore resources to achieve high performance and cost efficiency. Excellent analytical, communication, and leadership skills. Bachelor’s degree in Business, Information Systems, or related field; MBA or related graduate degree preferred. This position is accepting applications until 10/31/2025. Role Details
Hybrid role with some days remote and some on-site (typically 3 days per week) at 9127 S. Jamaica St., Englewood, CO 80112. In-office operations follow CDC guidelines. Pay Range: $140,000 - $170,000 USD. Compliance with company policies, including COVID-19 vaccination/testing and face-covering policies, is a condition of employment. Must have work authorization in the U.S. Sponsorship is not available. Equal Opportunity & Voluntary Self-Identification
Toastmasters International is an equal employment opportunity employer. We invite voluntary self-identification of disability and veteran status for government reporting purposes. Completion is voluntary and confidential; it will not affect hiring decisions.
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