Keller Executive Search · 4 months ago
Customer Service Director
Baltimore, Maryland, United States
Full-time
Hybrid
Director/ExecutiveKeller Executive Search is a recruitment firm, and they are seeking a Customer Service Director to shape customer service strategy and deliver measurable outcomes across the business. The role involves partnering with cross-functional leaders to drive operational excellence and scale processes to support growth.
Staffing & Recruiting
Responsibilities
Set a clear multi‑year strategy and translate it into quarterly plans with accountable metrics
Lead teams with a focus on coaching, psychological safety, and high performance
Elevate CSAT/NPS through service design, QA, and knowledge management
Build data‑driven operating rhythms, dashboards, and continuous‑improvement loops
Own budgets and vendor relationships; negotiate contracts that balance value, risk, and speed
Design compliant processes aligned to local regulations and internal policies
Partner with Sales, Marketing, and People Operations to execute company priorities
Represent the function to senior leadership; prepare crisp updates and decision memos
Qualification
Required
Accountable for shaping customer service strategy and delivering measurable outcomes across the business
Partners closely with cross‑functional leaders
Drives operational excellence
Scales processes to support growth
Sets a clear multi‑year strategy and translates it into quarterly plans with accountable metrics
Leads teams with a focus on coaching, psychological safety, and high performance
Elevates CSAT/NPS through service design, QA, and knowledge management
Builds data‑driven operating rhythms, dashboards, and continuous‑improvement loops
Owns budgets and vendor relationships; negotiates contracts that balance value, risk, and speed
Designs compliant processes aligned to local regulations and internal policies
Partners with Sales, Marketing, and People Operations to execute company priorities
Represents the function to senior leadership; prepares crisp updates and decision memos
Company
Keller Executive Search
Keller Executive Search is a boutique executive recruitment and advisory firm dedicated to connecting top-tier talent with leading organizations worldwide.
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase