LHH · 17 hours ago
Director of Customer Service
United States
Full-time
Remote
Director/Executive
$120K/yr - $130K/yrLHH is representing a client that runs a national, multi‑location distribution business. They are seeking a seasoned Director of Customer Service to standardize the customer experience and lead a decentralized team across nine regions.
Human Resources
Hiring Manager
Heather Stott-Mason
Responsibilities
Create uniform standards across nine independently run customer service groups; drive consistency for escalations, policies, and communications
Become the subject‑matter expert for how the company faces customers—document, standardize, and scale best practices across functions
Treat this like a start‑up build within a mature business. Challenge the status quo, modernize workflows, and lead through change
Mentor and professionalize a distributed team. Inspire camaraderie and collaboration; co‑create training and coaching programs that stick
Stand up a clear operating model for ordering, delivery, returns, credits, and escalations. Ensure one playbook is used everywhere
Partner with Sales, Operations, Quality, Purchasing, Warehouse, and Distribution Center leadership to keep the end‑to‑end experience tight
Track customer KPIs (first‑contact resolution, order accuracy, on‑time delivery, NPS) and use insights to sharpen decisions and fix root‑cause issues
Exercise strong judgment to make customer‑smart choices that are also smart for the business
Build leaders and a pipeline below the senior tier; mentor and level‑up managers
Qualification
Required
Seasoned operator who has led decentralized service teams and driven enterprise-wide standardization
Change leader comfortable challenging norms—clear communicator who documents and scales what works
Entrepreneurial mindset inside a larger company—hands-on, scrappy, and outcomes-obsessed
Culture builder who can rally teams, create camaraderie, and raise the bar through training and coaching
Sharp judgment—balances customer wins with business realities
Preferred
Bonus backgrounds: Hospitality or travel industries
CRM, call-center platforms, dispatch/logistics systems; familiarity with order management and returns workflows
Experience in high-volume distribution or last-mile environments; continuous improvement credentials (e.g., Six Sigma)
Call Center experience
Benefits
Medical
Dental
Vision
Up to 15 days of PTO
Company
LHH
At LHH, we believe work should be meaningful, fulfilling, and connected.
Founded in 1967
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Dave Hilbig
President & CEO, OCM-LHH Utah, Wyoming
Ted Diven, MBA
CEO - OCM / Lee Hecht Harrison (ID, MT, NV)
Recent News
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2025-05-17
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