Director of Customer Service Operations

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Director of Customer Service Operations based in the United States. The Director of Customer Service Operations will lead and strengthen Customer Success and Customer Matching operations within a growing, technology-enabled business. This hands-on leadership role combines strategic planning with frontline involvement to improve service quality, operational efficiency, and the overall customer experience. You will oversee managers and individual contributors, establish clear performance standards, and build scalable workflows that support consistent, high-quality service. By leveraging customer feedback, operational data, technology, and automation, you will identify opportunities to improve capacity and reduce manual work. Working closely with Product, Data, and Operations teams, you will drive measurable improvements while fostering accountability and professional development. The ideal candidate is a decisive, customer-focused leader who can bring structure to a changing environment and build a team that delivers sustainable results.