Veracity Software Pvt. Ltd. · 3 months ago
Associate Director, Customer Operations
Stuart, FL
Full-time
Hybrid
Lead/Staff, Director/Executive
8+ years expVeracity Software Pvt. Ltd. is seeking an Associate Director, Customer Operations to lead their direct-to-consumer business. This role is responsible for ensuring exceptional customer service and operational excellence while overseeing customer interactions and guiding a high-performing team.
Information Technology & Services
Responsibilities
Lead and manage the Customer Service team to achieve both short- and long-term departmental goals in alignment with Client's strategic initiatives
Develop and execute monthly, quarterly, and annual sales operations plans supporting business growth and customer satisfaction
Design and implement scalable call center procedures and policies in collaboration with compliance, technology, and legal teams
Track and report key performance indicators (KPIs), daily operational metrics, and sales targets; drive accountability and performance outcomes
Identify and implement best practices and continuous process improvements to enhance customer experience, reduce operational costs, and drive team efficiency
Recruit, mentor, and develop top talent; provide ongoing performance management, feedback, and professional development support
Oversee day-to-day business operations ensuring compliance with all regulatory requirements and internal quality standards
Serve as a liaison across cross-functional teams to ensure alignment and execution of customer-focused initiatives
Qualification
Required
Bachelor's degree required (Business, Marketing, Life Sciences, or a related field)
Minimum 8 years of customer service, call center, or direct-to-consumer experience, preferably within the healthcare industry
Minimum 5 years of experience in a supervisory or management role within a customer service team
Proficient in data analytics and reporting tools such as Excel, Tableau, Power BI
Experience using CRM systems, preferably Salesforce, and billing software
Strong Microsoft Office skills (Word, Excel, PowerPoint, Outlook)
Excellent interpersonal and communication skills, both verbal and written
Detail-oriented with outstanding data entry and proofreading skills
Willing to Work Onsite in Stuart, FL (Mon–Thurs)
Preferred
MBA strongly preferred
Bilingual (Spanish) is a plus
Company
Veracity Software Pvt. Ltd.
At Veracity, if you have an idea you want to validate, a product you need to build, or an existing product that needs optimization, our teams are trained to jump in wherever needed.
51-200 employees
Funding
Current Stage
Growth StageCompany data provided by crunchbase