VP of Customer Service

Bedford Heights, OH | $170-180k

Build it. Improve it. Scale it.

A growing public company is looking for a VP of Customer Service to take ownership of its customer service organization and help elevate it to the next level. This is an opportunity for an experienced customer service executive who enjoys creating structure, developing people, improving processes, and building an operation capable of supporting significant growth.

The current team is lean, with plans for rapid expansion, so this leader will play a critical role in determining how the department operates, how the team is built, and how customer service supports the broader organization.

Key Responsibilities:

• Provide strategic and hands-on leadership for the customer service organization across North and Central America
• Assess existing processes and implement improvements that increase efficiency, accuracy, and responsiveness
• Build, grow, and develop a high-performing customer service team
• Establish meaningful KPIs, service standards, and performance expectations
• Improve workflows surrounding orders, customer inquiries, escalations, and issue resolution
• Partner closely with Sales, Operations, Planning, and Fulfillment to improve the customer experience
• Develop scalable processes and infrastructure to support continued company growth
• Foster a culture of accountability, responsiveness, collaboration, and exceptional customer service

What You Bring:

• 10+ years of progressive customer service or customer experience leadership
• Experience leading and developing customer service or call center teams
• Demonstrated success improving, restructuring, or scaling a customer service operation
• Strong process improvement and change-management skills
• A hands-on, decisive leadership style with the ability to turn ideas into action
• Experience in manufacturing, distribution, warehouse, or another operational environment preferred
• Strong business judgment, communication, and problem-solving skills
• Ability to work effectively across multiple functions and levels of an organization

This is a chance to build something meaningful, influence how customer service operates, and help create an organization that is ready for the company's next stage of growth.

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