Director of Customer Service Operations

Job Description:

Your Piece of the Puzzle

NFM’s Director of Customer Service Operations leads enterprise customer care operations across voice and digital channels, ensuring an exceptional, consistent customer experience while delivering operational efficiency and strong employee engagement. This role sets strategy and drives execution for contact center performance, workforce planning, quality, training, and customer resolution—while leading transformational change (technology modernization, AI enablement, and evolving work models) across a large, distributed team.

Expands and optimizes digital channels (chat, email, social) and AI-enabled self-service to improve customer outcomes while lowering cost-to-serve. This is a strategic “build a durable contact center” role: the Director establishes the operating model, capabilities, and continuous-improvement engine that scale with business growth and change—not just day-to-day supervision. Strategically owns the customer care operating model, technology and AI roadmap, and change leadership required to build a durable, scalable model that increases capacity without adding headcount.

Holds decision rights for customer care capabilities and vendor choices supporting the operation, in partnership with IT for delivery. Partners cross-functionally with Stores, Ecommerce, Supply Chain, IT, Product, and Finance to eliminate upstream drivers of contact volume and deliver measurable customer and cost-to-serve outcomes. This is position requires the candidate to reside in NE, IA, MO, KS, TX. The candidate must live in commuting distance to one of our locations.

In addition, recurring travel is required to all locations.

• Lead leaders (managers/supervisors) and influence frontline culture across a distributed workforce.
• Create clarity and accountability through goal setting, performance standards, leader routines, and talent expectations
• Define and execute a multi-year customer care strategy aligned to company goals, customer expectations, and brand
• Design the contact center operating model (org structure, roles, channel strategy, decision rights, and routines) to be resilient through change
• Own forecasting, staffing strategy, shrinkage management, scheduling, real-time performance, and capacity planning across channels
• Partner with Finance/HR to align staffing plans with budget and long-range planning; ensure plans balance service level with financial stewardship
• Own end-to-end quality programs (calibration, coaching, QA/QM design) and customer feedback systems (VOC, complaint themes)
• Oversee escalations and formal complaints, ensuring fair, timely, and consistent resolution; partner with Legal/Compliance as needed
• Own functional requirements, prioritization, and vendor management for the customer care tech stack (e.g., telephony/CCaaS, CRM/case management, knowledge, WFM, QA/QM, analytics), including direct partnerships with key providers (e.g., Cisco, Calabrio). Partner with IT/Product for implementation and technical delivery
• Lead responsible adoption of AI and automation (agent assist, summarization, self-service, routing, analytics) with governance, training, and controls
• Sponsor and/or lead complex, cross-functional programs using formal program management disciplines (scope, timeline, risks, dependencies, benefits realization)
• Drive change management plans: stakeholder mapping, communications, leader enablement, training, adoption measurement, and