Customer Service Director Job at OnHires (Paris)

Customer Service Director

The Customer Service Director will be responsible for the overall operational ma...

Location

Germany

Salary:

Not provided

Arrive

Expiration Date

Until further notice

Requirements

A track record of delivering outstanding customer service at a senior management level
Extensive experience managing operational customer service teams
Proven management of contract SLAs at a senior management level
In-depth SME knowledge of customer service delivery within the sector
The ability to lead, motivate and manage high-performing Customer Service teams
Excellent written and verbal communication skills
Financial aptitude and an understanding of budgets and contract costs
A good level of core IT skills, specifically Microsoft Office and Google applications, including Word, Excel, PowerPoint and Visio
Highly developed time-management skills, including working to deadlines and a commitment to delivering on time and to the satisfaction of internal and external customers
Proven interpersonal skills and emotional intelligence

Job Responsibility

To deliver exemplary customer service, both individually and through the Customer Service team, including maintaining customer relationships and ensuring existing customers are keen to repeat business with us
Senior management of all Client Service Level Agreements. Providing the second escalation point for customers, including resolving queries escalated by the regional Service Managers and attending face-to-face meetings with clients
Identifying opportunities for continuous service improvements
To lead, develop and manage the Customer Service team, using appropriate accountable performance measures, training & development and team motivation
Support and advise other departmental managers as required. Contributing to effective interdepartmental communications and actively seeking to improve the quality of both products and services
To represent our business positively, take opportunities to build on our reputation within the DACH transport and parking market
Ensure that the Customer Service team are prepared and able to meet the future aspirations of the Arrive Business Units
Support the pre-sales teams in identifying and costing new business opportunities, utilising the established Customer Service team or identifying suitable service agents in new business markets
Seek to increase revenue, generate new opportunities, or extend existing arrangements
Be responsible for and accountable for the DACH Customer Service Profit and Loss accounts and for optimising the DACH BU service revenue intake and margins

Fulltime

Director, Customer Service

The Customer Service Director leads the end-to-end strategy, performance, and op...

Location

Germany , Dresden

Salary:

Not provided

Lam Research

Expiration Date

Until further notice

Requirements

Technical certification /Diploma/ or University degree, preferably in electric, mechanical or electronics engineering
10+ years in the service business, preferably in semiconductor equipment industry, plus 7-8 years of managerial experience
Customer management and business experience would be a very valuable plus
Extensive experience leading customer support or operations teams at scale
Strong analytical mindset with deep experience in KPI measurement, reporting, and data driven decision making
Expertise in customer service tools, CRM systems, automation systems
Exceptional communication and cross functional leadership abilities
Proven competency in process optimization and operational strategy
Experience implementing largescale operational frameworks, training programs, and change management initiatives
Consolidates and analyses DFS Operating expenses, P&L and CSBG Revenue and margin for Global account to prepare and present these figures at QCRs, QFRs, Operations Reviews and AOPs

Job Responsibility

Owns and develops executive relationship with Customer site leadership and acts as a liaison with TSMC Account Team, ensuring full strategic alignment with account and customer goals and objectives
Translate organizational goals into operational plans, processes, and service standards
Partner with senior executives across product, engineering, sales, and customer experience to integrate customer feedback into business strategy
Optimize and continuously improve customer service workflows, eliminating bottlenecks, and optimizing every stage of the support journey
Develop, implement, and monitor standard operating procedures for all support functions
Lead the design and rollout of new support channels, service offerings, and operational models
Own all Key Performance Indicators (Safety, Installed Base performance, I&W controls, response time, resolution time, SLA adherence)
Use data analysis to identify trends, forecast needs, and make strategic decisions
Provide regular reporting to executive leadership, summarizing performance, risks, and improvement opportunities
Oversee the organization’s QA program to ensure consistent, high quality customer interactions

Fulltime

Associate Director, Customer Service

Lead and manage a diverse team across the UCAN region, disciplines and business ...

Location

United States , Deerfield

Salary:

128000.00 - 176000.00 USD / Year

Baxter

Expiration Date

Until further notice

Requirements

Bachelor's degree
5-7 years of customer service leadership experience, preferably in the life science, medical or healthcare industry
Proven ability to thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results
Excellent business and financial (i.e., budget and P&L) acumen
Proficient in customer relationship management software (e.g., Sales Force), contact center software (e.g., Genesys, Five9, Avaya), and ERP software (e.g., JDE, SAP)
Proven track record of improving customer satisfaction and employee engagement
Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
Excellent communication and interpersonal skills
Experience with Lean processing methodology, Six Sigma, or other process improvement frameworks.
Ability to work in a fast-paced environment and handle multiple priorities

Job Responsibility

Lead and manage a diverse team across the UCAN region, disciplines and business segments.
Thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results.
Conduct regular performance reviews and provide constructive feedback
Identify, develop, and deploy 1-3 year strategies to achieve business objectives
Analyze customer and employee feedback and metrics to identify areas for improvement and develop corrective action plans.
Collaborate with senior leadership and cross-functional stakeholders to align customer service goals and overall business strategy
Identify opportunities to improve metrics (e.g., adherence, service levels, self-service utilization, productivity)
Develop and manage the department's budget(s), track and monitor expenses
Communicate effectively with team members, internal and external stakeholders, to resolve customer issues and optimize cost
Provide regular reports and updates to Sr. Leadership on customer service performance and trends

What we offer

Medical and dental coverage that start on day one
Insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
Flexible Spending Accounts
Educational assistance programs
Paid holidays
Paid time off ranging from 20 to 35 days based on length of service
Family and medical leaves of absence
Paid parental leave

Fulltime

UCAN Associate Director, Customer Service

Lead and manage a diverse team across the UCAN region, disciplines and business ...

Location

United States , Deerfield

Salary:

128000.00 - 176000.00 USD / Year

Baxter

Expiration Date

Until further notice

Requirements

Bachelor's degree
5-7 years of customer service leadership experience, preferably in the life science, medical or healthcare industry
Proven ability to thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results
Excellent business and financial (i.e., budget and P&L) acumen
Proficient in customer relationship management software (e.g., Sales Force), contact center software (e.g., Genesys, Five9, Avaya), and ERP software (e.g., JDE, SAP)
Proven track record of improving customer satisfaction and employee engagement
Strong analytical and problem-solving skills, with the ability to interpret data and drive business decisions.
Excellent communication and interpersonal skills
Experience with Lean processing methodology, Six Sigma, or other process improvement frameworks.
Ability to work in a fast-paced environment and handle multiple priorities

Job Responsibility

Lead and manage a diverse team across the UCAN region, disciplines and business segments.
Thrive in a matrix environment, leveraging ambiguity to drive innovation, collaboration, and results.
Conduct regular performance reviews and provide constructive feedback
Identify, develop, and deploy 1-3 year strategies to achieve business objectives
Analyze customer and employee feedback and metrics to identify areas for improvement and develop corrective action plans.
Collaborate with senior leadership and cross-functional stakeholders to align customer service goals and overall business strategy
Identify opportunities to improve metrics (e.g., adherence, service levels, self-service utilization, productivity)
Develop and manage the department's budget(s), track and monitor expenses
Communicate effectively with team members, internal and external stakeholders, to resolve customer issues and optimize cost
Provide regular reports and updates to Sr. Leadership on customer service performance and trends

What we offer

medical and dental coverage that start on day one
insurance coverage for basic life, accident, short-term and long-term disability, and business travel accident insurance
Employee Stock Purchase Plan (ESPP), with the ability to purchase company stock at a discount
401(k) Retirement Savings Plan (RSP), with options for employee contributions and company matching
Flexible Spending Accounts
educational assistance programs
paid holidays
paid time off ranging from 20 to 35 days based on length of service
family and medical leaves of absence
paid parental leave

Fulltime

Director, Customer Service

Lead a patient‑first customer service organisation and shape exceptional experie...

Location

United States , Boston

Salary:

Not provided

Proclinical

Expiration Date

Until further notice

Requirements

Proven experience in leading customer service teams and developing support strategies
Strong ability to establish and maintain high-performance standards
Expertise in managing multi-channel support systems
Excellent communication and collaboration skills, particularly with clinical teams
Ability to create user-friendly resources tailored to patient and clinician needs

Job Responsibility

Build and lead the customer service department, including strategy, staffing, and process development
Establish high-performance standards and foster a culture of empathy, reliability, and responsiveness
Develop and oversee multiple support channels, such as phone, email, chat, patient portals, and remote troubleshooting
Ensure exceptional onboarding, training, and ongoing support for patients and clinicians
Collaborate with Clinical Affairs to support patients involved in studies or transitioning to commercial use
Create clear and accessible patient resources, including guides, FAQs, and troubleshooting materials

Fulltime

Director, Customer Service Operations

As the Director, Customer Experience for our Luxury Brands, you will manage and ...

Location

United States , Deerfield

Salary:

130000.00 - 190000.00 USD / Year

Therma-Tru

Expiration Date

Until further notice

Requirements

Bachelor’s degree in Business, Communications, Supply Chain, or related field OR High School diploma with 15+ years requisite experience
10+ years of leadership in customer service, contact centers, or luxury service environments
Experience leading remote/hybrid teams and large, high-touch operations
Knowledge of B2B customer service, order fulfillment, and supply chain workflows
Proficient with CRM, EDI, and contact center platforms
Strong analytical, communication, and cross-functional collaboration skills
Willingness to travel and work flex hours as needed

Job Responsibility

Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio
Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico
Foster development and succession planning while promoting an inclusive and engaged service culture
Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels
Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction
Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment
Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions
Implement service improvements using customer feedback, data insights, and operational trends
Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience
Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies

What we offer

Annual bonus plan based on company and individual performance, or a role-based sales incentive plan
Robust health plans
Market-leading 401(k) program with a company contribution
Product discounts
Flexible time off benefits (including half-day summer Fridays per policy)
Inclusive fertility / adoption benefits
Employee Resource Groups

Fulltime

Director of Customer Response & Digital Service

The Director Customer Response & Digital Service plays a critical role in shapin...

Location

United States , Austin

Salary:

Not provided

AWC

Expiration Date

Until further notice

Requirements

Proven leadership experience in customer service, call center, or digital support environments at scale
Experience in industrial distribution, automation, or technical product support
Strong operational discipline with experience in metrics, SLAs, and process design
Ability to build, lead, and develop high-performing teams
Strong communication and collaboration skills across functions
Commercial mindset with the ability to connect service performance to business outcomes
Ability to prioritize, execute, and adapt in a fast-paced environment

Job Responsibility

Lead and develop a national team supporting customers across phone, email, chat, and digital channels
Establish clear expectations for responsiveness, quality, and customer care
Build a culture of ownership, accountability, and continuous improvement
Deliver best-in-class response times and consistent customer experiences
Define and implement service level agreements (SLAs) and performance metrics
Ensure every customer interaction reflects AWC’s commitment to out-care, out-know, and out-serve
Build and scale a $10M+ rapid-response business
Connect service performance to revenue growth and customer retention
Identify opportunities to expand customer engagement through digital channels
Implement scalable processes, tools, and automation to improve efficiency and consistency

What we offer

Employee Stock Ownership Plan (ESOP)
401(K) Match
Competitive Pay
Medical, Dental and Vision Insurance Package
Employer Paid Life Insurance
Paid Time Off and Holiday Pay
Career Development Opportunities

Fulltime

New

Director, Service Observability & Intelligence

Director, Service Observability & Intelligence. Overview & Introduction: Real Ti...

Location

Singapore , Singapore

Salary:

Not provided

Mastercard

Expiration Date

July 31, 2026

Requirements

Track record of making swift, informed decisions during incidents and service disruptions
Experience building strong relationships with senior stakeholders, regulators, and external partners
Skilled in managing customer escalations and driving satisfaction through proactive engagement
Proven experience managing incident response, root cause analysis, and post-incident reviews
Ability to communicate clearly and confidently with customers during critical events
Strong background in risk identification, assessment, and mitigation strategies
Familiarity with regulatory compliance and reporting obligations in the local market
Experience monitoring service health, analyzing KPIs/SLAs, and driving operational improvements
Skilled in developing and executing service improvement plans across technology and operations
Solid understanding of payments technology, infrastructure, and operational processes

Job Responsibility

Act as a liaison between Customer Success and Technical teams
Coordinate and quantify customer impact from incidents, and ensure timely communications with accurate service impact details are issued through Customer Success in line with regulatory and contractual requirements
Oversee service performance adherence, ensuring high-quality service and compliance with service levels
Identify service risks, improvement opportunities and drive actions to enhance service performance
Coordinate and produce service reports, review and provide business input to post incident reports, monitor and report service usage trends, and lead capacity forecasting and planning in line with the agreed models
Provide governance for RTP service changes with internal stakeholders and the customer, safeguarding service stability and resilience by ensuring the appropriate service change process is followed and all service changes are tested, coordinated and executed properly
Act as the service mapping custodian and ensure the service design meets requirements
Be available 24/7 for critical live service incidents, act as the critical incident escalation point for the customer, and provide critical incident support coverage
Work internally to ensure all technical teams adhere to the OLAs
Coordinate incident resolution and root cause analysis process across various internal teams

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