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Director, Customer Relations

Location: Hybrid – Columbus, Ohio

About the Role

We're seeking a strategic and results-driven Customer Relations Director to lead and scale our Customer Care Relations organization. This leader will be responsible for leading and scaling a high-performing customer service team while driving initiatives that enhance the overall customer experience both during and post purchase, while driving initiatives that improve customer satisfaction, retention, operational efficiency, long-term customer value, and supporting company growth. Reporting to the VP, eCommerce and Customer Experience, this role is responsible for ensuring every customer interaction reflects our commitment to service excellence.

What You'll Do

Leadership & Team Development

• Lead, mentor, and develop Customer Support Managers, Supervisors, and team members while fostering a high-performing, customer-first culture.
• Build scalable organizational structures, processes, and development plans to support future growth.
• Coach leaders through performance management, career development, and succession planning.
• Create an environment focused on accountability, collaboration, and continuous improvement.

Customer Experience

• Champion the voice of the customer across the organization and drive initiatives that improve customer satisfaction and loyalty.
• Establish customer experience standards and ensure consistent service delivery across multiple locations.
• Oversee customer escalations, identify root causes, and implement long-term solutions.
• Continuously evaluate customer touchpoints and recommend improvements that enhance the overall customer journey.

Operational Excellence

• Lead continuous improvement initiatives to streamline workflows, increase efficiency, and improve service levels.
• Develop standardized processes and best practices that create consistency across teams and locations.
• Drive operational excellence through process optimization and performance management.

Performance & Analytics

• Establish, monitor, and analyze KPIs related to customer satisfaction, response times, service quality, productivity, and team performance.
• Utilize customer feedback and operational data to identify trends, recommend improvements, and drive business decisions.
• Develop executive-level reporting that provides meaningful insights into customer experience and departmental performance.
• Manage forecasting, staffing, and resource planning to support business needs.

Strategic Leadership

• Provide strategic recommendations that support organizational growth and customer success.
• This role partners closely with Operations, Sales, Marketing, Production, and other cross-functional teams to identify opportunities and deliver an exceptional customer experience while building scalable processes that support a growing organization.
• Stay current on industry trends, emerging technologies, and customer experience best practices to continuously evolve the customer care function.

What We're Looking For

• Bachelor's degree or equivalent combination of education and experience.
• 10+ years of progressive leadership experience in Customer Service, Customer Experience, or Operations.
• 5+ years leading large, multi-site customer service organizations.
• Proven success building, developing, and leading high-performing customer service teams.
• Demonstrated experience improving customer satisfaction, service delivery, and operational performance.
• Strong background in process improvement, change management, and continuous improvement initiatives.
• Experience utilizing KPIs, analytics, and customer insights to drive business decisions.
• Proficiency with CRM platforms and customer service technologies.
• Excellent communication, leadership, coaching, and relationship-building skills.
• Experience managing budgets, forecasting, and workforce planning is preferred.

What Makes You Successful

• Passionate about delivering exceptional customer experiences.
• Strategic thinker with a hands-on leadership style.
• Collaborative leader who builds strong cross-functional relationships.
• Data-driven with a continuous improvement mindset.
• Comfortable leading through change in a fast-paced, growth-oriented environment.
• Skilled at developing people, coaching leaders, and building engaged, high-performing teams.
• Customer-focused with a strong operational mindset and a commitment to excellence.

Equal Opportunity Statement

4over is an Equal Opportunity and Affirmative Action employer. It provides equal employment opportunities to all employees and applicants for employment without regard to race, color, sex, national origin, age, religion, disability, or any other legally protected status and takes affirmative action to recruit, employ, train, and promote qualified minorities, women, covered veterans, and individuals with disabilities.