Director, Customer Relations

*At 4over, we are committed to building a diverse and inclusive workplace welcoming to people of all backgrounds. We take pride in fostering a safe environment for all employees.* **SUMMARY:** We're seeking a strategic and results-driven Customer Relations Director to lead and scale our Customer Care Relations organization. This leader will be responsible for leading and scaling a high-performing customer service team while driving initiatives that enhance the overall customer experience both during and post purchase, while driving initiatives that improve customer satisfaction, retention, operational efficiency, long-term customer value, and supporting company growth. Reporting to the VP, eCommerce and Customer Experience, this role is responsible for ensuring every customer interaction reflects our commitment to service excellence. **Salary Range:** $140,000 - $170,000 annually. Compensation commensurate with experience. At this time, we are not engaging with agencies or third-party recruiters. Thank you for your understanding. * * * **DUTIES AND RESPONSIBILITIES** **Leadership & Team Development** - Lead, mentor, and develop Customer Support Managers, Supervisors, and team members while fostering a high-performing, customer-first culture. - Build scalable organizational structures, processes, and development plans to support future growth. - Coach leaders through performance management, career development, and succession planning. - Create an environment focused on accountability, collaboration, and continuous improvement. **Customer Experience** - Champion the voice of the customer across the organization and drive initiatives that improve customer satisfaction and loyalty. - Establish customer experience standards and ensure consistent service delivery across multiple locations. - Oversee customer escalations, identify root causes, and implement long-term solutions. - Continuously evaluate customer touchpoints and recommend improvements that enhance the overall customer journey. **Operational Excellence** - Lead continuous improvement initiatives to streamline workflows, increase efficiency, and improve service levels. - Develop standardized processes and best practices that create consistency across teams and locations. - Drive operational excellence through process optimization and performance management. **Performance & Analytics** - Establish, monitor, and analyze KPIs related to customer satisfaction, response times, service quality, productivity, and team performance. - Utilize customer feedback and operational data to identify trends, recommend improvements, and drive business decisions. - Develop executive-level reporting that provides meaningful insights into customer experience and departmental performance. - Manage forecasting, staffing, and resource planning to support business needs. **Strategic Leadership** - Provide strategic recommendations that support organizational growth and customer success. - This role partners closely with Operations, Sales, Marketing, Production, and other cross-functional teams to identify opportunities and deliver an exceptional customer experience while building scalable processes that support a growing organization. - Stay current on industry trends, emerging technologies, and customer experience best practices to continuously evolve the customer care function. * * * **EXPERIENCE AND QUALIFICATIONS** EDUCATION, LICENSES, CERTIFICATIONS, EXPERIENCES: - Bachelor's degree or equivalent combination of education and experience. - 10+ years of progressive leadership experience in Customer Service, Customer Experience, or Operations. - 5+ years leading large, multi-site customer service organizations. - Proven success building, developing, and leading high-performing customer service teams. - Demonstrated experience improving customer satisfaction, service delivery, and operational performance. - Strong background in process improvement, change management, and continuous improvement…