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Director Customer Service Jobs (NOW HIRING)

Thomson Reuters

Director, Customer Trust

New York, NY · On-site

Join Thomson Reuters as a Director of Customer Trust within our CIO organization, where you will ... Work closely with Sales, Marketing, and Customer Service to articulate our trust initiatives to ...

Customer Service

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Entry Level Customer Support Representative

Livonia, MI · On-site

$15 - $17/hr

If you are a motivated individual with a passion for client services, we encourage you to apply. Please note that this is an entry-level position, so no prior experience is required. However, strong ...

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How much do director customer service jobs pay per year?

As of Jun 5, 2026, the average yearly pay for director customer service in the United States is $123,338.00, according to ZipRecruiter salary data. Most workers in this role earn between $95,000.00 and $147,500.00 per year, depending on experience, location, and employer.

What is a Director Customer Service job?

A Director of Customer Service oversees an organization's customer support operations, ensuring high-quality service and customer satisfaction. They develop strategies to improve customer experience, manage support teams, and implement policies to increase efficiency. This role often involves analyzing customer feedback, setting performance goals, and collaborating with other departments to enhance service delivery. Strong leadership, problem-solving, and communication skills are essential for success in this position.

What are the main challenges a Director Customer Service typically faces, and how can they prepare to overcome them?

Directors of Customer Service often face challenges such as managing high customer expectations, ensuring consistency across multiple service channels, and motivating diverse teams to achieve performance benchmarks. Staying proactive by monitoring industry trends, investing in ongoing training for both themselves and their staff, and implementing robust feedback systems can help mitigate these challenges. Effective Directors also foster collaboration across departments, develop scalable processes, and use data-driven insights to make informed decisions. By addressing these obstacles head-on, they help shape a positive customer experience and contribute to the company’s long-term success.

What are the key skills and qualifications needed to thrive in the Director Customer Service position, and why are they important?

To thrive as a Director Customer Service, you need extensive experience in customer service management, leadership abilities, and a strong understanding of operational metrics, often supported by a bachelor's degree or higher in business or a related field. Proficiency with CRM platforms, data analytics tools, and familiarity with industry certifications such as CCXP (Certified Customer Experience Professional) are valuable assets. Exceptional communication, problem-solving, and conflict resolution skills help you successfully lead teams and nurture a customer-centric culture. These competencies are essential for driving customer satisfaction, optimizing team performance, and aligning service initiatives with organizational goals.

More about Director Customer Service jobs
What cities are hiring for Director Customer Service jobs? Cities with the most Director Customer Service job openings:
What are the most commonly searched types of Customer Service jobs? The most popular types of Customer Service jobs are:
What states have the most Director Customer Service jobs? States with the most job openings for Director Customer Service jobs include:
What job categories do people searching Director Customer Service jobs look for? The top searched job categories for Director Customer Service jobs are:
Director Customer Service jobs near you
Infographic showing various Director Customer Service job openings in the United States as of May 2026, with employment types broken down into 30% Full Time, 59% Part Time, 2% Temporary, and 9% Contract. Highlights an 95% Physical, 1% Hybrid, and 4% Remote job distribution, with an average salary of $123,338 per year, or $59.3 per hour.

Director, Customer Service

New York Racing Association Careers

Ozone Park, NY • On-site

$126K - $189K/yr

Full-time

Posted 28 days ago

Job description

Title: Director, Customer Service

Employee Status: Regular Full Time

Work From Home Option: Hybrid - 2 Days/Week (40% Remote)

FLSA Status: Exempt

Job Overview:

The Director, Customer Service is responsible to direct and oversee the daily operations in
NYRA’s and NYRA BETS Call Center. Manages a team of individual contributors, Manager and Team Leads and is accountable for conducting effective performance management. Allocates resources to meet objectives and goals of the Customer Service team. Directs operations for strategic initiatives and serves as a primary point of contact for internal stakeholders. Responsible for managing non-technical customer service activities such as delivering in-person customer service, operating customer service desks, and providing general customer support.

Essential Functions:

  • Develops tactical and operational plans for the Customer Service team and supports organizational objectives and business goals.
  • Drives the execution of customer service strategies and policies to optimize customer satisfaction and operational efficiency.
  • Leads performance reviews and develops professional growth plans for supervisors and team members.
  • Implements data-driven decision-making by analyzing key service metrics and recommending process enhancements.
  • Collaborates with senior leadership to align customer service initiatives with broader business strategies.
  • Develops and manages customer service budgets, ensuring resource allocation supports operational excellence.
  • Recruit, train, coach, and motivate agents and supervisors; handle escalations.
  • Work with IT, Marketing, HR, and other departments to align goals.
  • Select and leverage communication software, AI, and automation.
  • Monitor KPIs (AHT, CSAT, NPS, FCR), analyze data, and implement quality control.
  • Responsible for managing operational aspects of their team (e.g., workflow, performance, and compliance), as well as ensuring the achievement of team goals within established timelines and budgets.

Qualifications:

Minimum Requirements:

  • Bachelor’s degree in business, Management, Communications, or related field (or equivalent experience).
  • 8+ years in call center operations, progressing from manager roles.
  • Minimum 2-4 years in a supervisory or senior management role.
  • Demonstrable success meeting performance metrics in fast-paced environments.

Knowledge Required:

  • Exceptional leadership, communication (verbal/written), problem-solving, and interpersonal skills.
  • Proficiency with call center platforms, plus data analysis tools.
  • Deep understanding of call center operations and industry best practices.
  • Proficiency in call center metrics and data analysis.
  • Adaptability, resilience, strategic thinking, and emotional intelligence.

Preferred Skills: Process Improvement, Budgeting, Quality Assurance, Business Metrics, Forecasting, Billing, Conflict Resolution, Negotiation, Workflow Management

Summary of Physical Requirements and Work Environment:

The Director, Customer Service role is primarily sedentary and performed in an office or office-like environment with no special physical demands required. The position involves extended periods of sitting with intermittent standing and walking, as well as occasional bending, reaching, and other routine movements typical of a professional workplace.
The role requires regular hand manipulation, including daily typing and repetitive hand movements while working on a computer. Occasional light lifting (generally up to 10 lbs., and infrequently up to 30 lbs.) may be required.
The work environment does not typically expose the employee to hazardous conditions. There is minimal exposure to environmental hazards such as moving mechanical parts, fumes, extreme weather, or high-risk work areas. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of the role.

Pay Range / Salary: $126,000– $189,000 annually

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