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Fortune Brands Innovations · 1 day ago

Director, Customer Service Operations

Deerfield, IL

Full-time

Hybrid

Director/Executive

$130K/yr - $190K/yr

10+ years exp

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. As the Director of Customer Experience for their Luxury Brands, you will manage all aspects of consumer and customer service delivery across a luxury product brand portfolio, overseeing high-touch service operations and fostering a strong service culture.

Consumer GoodsSecurity

Responsibilities

Manage and guide all aspects of customer and consumer service delivery for our luxury brand portfolio

Manage a dispersed team of 165+ associates, including 4–8 direct reports, with teams located in the U.S. and Mexico

Foster development and succession planning while promoting an inclusive and engaged service culture

Oversee consumer service (product, warranty, and technical support) and customer service (B2B order entry and fulfillment), ensuring quality and consistency across channels

Maintain strong collaboration with supply chain and distribution operations to optimize order fulfillment and reduce service friction

Monitor KPIs, SLAs, and productivity benchmarks to drive continuous improvement in a fast-paced environment

Build and maintain a luxury-first service mindset that reflects brand expectations across high-touch interactions

Implement service improvements using customer feedback, data insights, and operational trends

Leverage technology, AI, CRM, EDI, and contact center tools to transform workflows, improve efficiency, and enhance user experience

Identify and implement scalable, future-ready solutions that align with evolving customer needs and business strategies

Partner with HR and Talent teams to recruit, onboard, and develop service professionals who embody our brand standards and values

Create a culture of coaching, recognition, and continuous learning

Encourage a collaborative, growth-oriented, and inclusive culture across hybrid and remote environments

Drive engagement strategies that support retention, morale, and team connection

Ensure compliance with company policies, regulatory requirements, and customer care protocols

Oversee regular quality audits, coaching loops, and service reviews

Qualification

Leadership in customer serviceContact center operationsB2B customer serviceCRM proficiencySupply chain knowledgeAnalytical skillsTeam developmentCultural engagementCommunication skillsCross-functional collaboration