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Senior Director Customer Service Jobs (NOW HIRING)

Frontier Airlines

Sr. Director, Customer Care

Denver, CO · On-site

$151K - $201K/yr

The Sr. Director, Customer Care will serve as a champion for Frontier's customers, developing ... The role will ensure that service levels are consummate with industry standards for responsiveness ...

Trellix

Senior Director, Customer Marketing

Senior Director, Customer Marketing About Trellix Trellix is a global company redefining the future ... Trellix also does not require candidates to pay fees, purchase products or services, or process ...

AlphaSense

Senior Director, Customer Success

New York, NY · On-site +1

$184K - $230K/yr

About the Role We're looking for a Senior Director, Customer Success to own the strategy and execution of our global customer success organization within our Corporates and Consulting business. This ...

FICO

Senior Director, Customer Engineering

The Opportunity The Senior Director of Customer Engineering operates at the intersection of ... Exceptional ability to align Sales, Product, Engineering, Professional Services, and Partners ...

Amazon

Director, Customer Service Analytics

Newark, NJ · On-site

ABOUT THIS ROLE As a Senior Business Intelligence Engineer within the Customer Service Analytics team at Audible, you'll serve as a data-driven decision enabler for our Customer Service leadership ...

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Senior Director Customer Service information

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$25K

$80.3K

$163.5K

How much do senior director customer service jobs pay per year?

As of Jun 10, 2026, the average yearly pay for senior director customer service in the United States is $80,287.00, according to ZipRecruiter salary data. Most workers in this role earn between $41,500.00 and $103,000.00 per year, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Senior Director of Customer Service, and why are they important?

To thrive as a Senior Director of Customer Service, you need extensive experience in customer service management, leadership, and a proven track record of driving operational excellence, typically supported by a bachelor's or master's degree in business or a related field. Familiarity with CRM platforms (such as Salesforce or Zendesk), data analytics tools, and quality assurance systems is essential. Exceptional communication, strategic thinking, and the ability to inspire and develop large teams are critical soft skills for this role. These capabilities are vital for delivering exceptional customer experiences, optimizing team performance, and aligning service operations with organizational goals.

What is the difference between Senior Director Customer Service vs Customer Service Manager?

AspectSenior Director Customer ServiceCustomer Service Manager
CredentialsBachelor's degree; often advanced degrees or leadership certificationsBachelor's degree; customer service or related certifications
Work EnvironmentStrategic leadership, cross-departmental collaborationTeam oversight, daily customer interactions
Employer & Industry UsageLarge corporations, enterprise-level customer serviceRetail, hospitality, smaller organizations
Search & Comparison IntentUnderstanding high-level leadership rolesManaging customer service teams

The Senior Director Customer Service focuses on strategic leadership, policy development, and overseeing large-scale customer service operations. In contrast, the Customer Service Manager handles daily team management and direct customer interactions. Both roles require strong communication skills, but the senior director's role is more focused on long-term planning and organizational goals.

What does a Senior Director of Customer Service do?

A Senior Director of Customer Service oversees the overall strategy and operations of a company's customer service department. They are responsible for setting goals, developing policies, and ensuring high-quality service delivery across all channels. This role involves managing teams, analyzing performance metrics, implementing process improvements, and collaborating with other departments to enhance the customer experience. Senior Directors of Customer Service also handle escalated issues and play a key role in shaping customer service culture within the organization.

How does a Senior Director of Customer Service typically collaborate with other departments to drive customer satisfaction?

A Senior Director of Customer Service often works closely with departments such as Sales, Product Development, and IT to ensure that customer feedback is heard and acted upon. This collaboration may involve attending cross-functional meetings, aligning on service-level goals, and coordinating initiatives that improve the customer journey. By fostering strong relationships across departments, the director can advocate for process improvements and help resolve systemic issues that impact customer satisfaction. This role frequently requires strong communication and strategic thinking to translate customer insights into actionable business outcomes.
What cities are hiring for Senior Director Customer Service jobs? Cities with the most Senior Director Customer Service job openings:
What are the most commonly searched types of Senior Customer Service jobs? The most popular types of Senior Customer Service jobs are:
What states have the most Senior Director Customer Service jobs? States with the most job openings for Senior Director Customer Service jobs include:
Infographic showing various Senior Director Customer Service job openings in the United States as of June 2026, with employment types broken down into 100% Full Time. Highlights an 85% In-person, 5% Hybrid, and 10% Remote job distribution, with an average salary of $80,287 per year, or $38.6 per hour.

Director, Customer Service

New York Racing Association Careers

Ozone Park, NY • On-site

$126K - $189K/yr

Full-time

Posted 4 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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