Here’s the deal: Our client runs a national, multi‑location distribution business with customer service decentralized across nine regions. They need a seasoned Director to standardize the customer experience , unify processes, and lead people—so every customer gets the same high‑caliber service whether they’re in Boston or Dallas .
The mission
- One voice, one way: Create uniform standards across nine independently run customer service groups; drive consistency for escalations, policies, and communications.
- Build the “central nervous system”: Become the subject‑matter expert for how the company faces customers—document, standardize, and scale best practices across functions.
- Drive change in a legacy environment: Treat this like a start‑up build within a mature business. Challenge the status quo, modernize workflows, and lead through change.
What you’ll lead
- People & culture: Mentor and professionalize a distributed team. Inspire camaraderie and collaboration; co‑create training and coaching programs that stick.
- Operations: Stand up a clear operating model for ordering, delivery, returns, credits, and escalations. Ensure one playbook is used everywhere.
- Cross‑functional relationships: Partner with Sales, Operations, Quality, Purchasing, Warehouse, and Distribution Center leadership to keep the end‑to‑end experience tight.
- Data‑driven improvements: Track customer KPIs (first‑contact resolution, order accuracy, on‑time delivery, NPS) and use insights to sharpen decisions and fix root‑cause issues.
Outcomes you’ll own
- Consistency across nine regions —one standard for handling issues and escalations.
- A documented playbook with training that raises baseline performance across teams.
- Better decisions, faster: Exercise strong judgment to make customer‑smart choices that are also smart for the business.
- Bench strength: Build leaders and a pipeline below the senior tier; mentor and level‑up managers.
Reporting & structure
- Two Customer Service Managers will be direct reports.
- Collaborate with nine General Managers who run distribution centers (historically managed their own P&L, including customer service).
Travel & location
- Remote role with travel to meet teams; ~25% in the beginning , then decreasing as standards take hold.
Who you are
- Seasoned operator who has led decentralized service teams and driven enterprise‑wide standardization .
- Change leader comfortable challenging norms—clear communicator who documents and scales what works.
- Entrepreneurial mindset inside a larger company—hands‑on, scrappy, and outcomes‑obsessed.
- Culture builder who can rally teams, create camaraderie, and raise the bar through training and coaching.
- Sharp judgment —balances customer wins with business realities.
- Bonus backgrounds: Hospitality or travel industries
Nice‑to‑have tools & experience
- CRM, call‑center platforms, dispatch/logistics systems; familiarity with order management and returns workflows.
- Experience in high‑volume distribution or last‑mile environments; continuous improvement credentials (e.g., Six Sigma)
The client offers medical, dental, vision, up to 15 days of PTO
Equal Opportunity Employer/Veterans/Disabled
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The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable:
• The California Fair Chance Act
• Los Angeles City Fair Chance Ordinance
• Los Angeles County Fair Chance Ordinance for Employers
• San Francisco Fair Chance Ordinance