• Job Description

  Req#: DIREC001687
  The Director of Customer Operations & Success is responsible for leading the customer operations function to ensure customers achieve maximum value from the company's products or services. This role oversees customer onboarding, adoption, retention, and expansion strategies while building strong, long-term relationships with key stakeholders. Strategic partner for Sales, Compliance, Engineering, IT, and Service Center teams. Supports development and implementation of initiatives that contribute to organizational goals and objectives. Drive customer satisfaction, increase retention, and contribute to revenue and margin growth through a best in class, digital first customer experience.
  
  What You'll Be Doing:
  
  1. Responsible for oversight of domestic and offshore contact center operations for multiple brands.
  
  2. Use analytics to monitor and maintain expected KPIs such as churn, retention, ASA, handle time, etc. to drive continuous improvement.
  
  3. Develop and execute a comprehensive customer operations strategy that supports Mindr mission and strategic goals.
  
  4. Responsible for driving optimization of customer communication tools, such as telephony, chatbots, customer apps, CRM, etc.
  
  5. Develop, implement, and maintain customer retention and cross-sell initiatives to grow both flagship and emerging brands.
  
  6. Lead, mentor, and manage the Customer Operations team, including hiring, training, performance management, and career development.
  
  7. Partner with compliance, IT, and engineering teams to provide customer feedback and influence product roadmap and process decisions.
  
  8. Prepare and present regular reports on customer operations performance and insights to senior leadership.
  
  What You'll Bring to the Table:
  
  1. Bachelor's degree in business, communications, social sciences, or other related fields; graduate degree strongly preferred.
  
  2. Minimum 8 years' experience in customer success, account management, operations, or business development roles with a strong preference for experience managing a contact center.
  
  3. Minimum 3 years' leadership experience, preferably in a senior leadership role (director, exec. director, etc.)
  
  4. Minimum 5 years' experience in highly regulated industries (finance, higher ed, energy)
  
  5. Demonstrated success in delivering efficient, scalable process solutions.
  
  6. Demonstrated experience building high-performing teams, including crucial conversations and developing the next generation of leaders.
  
  7. Excellent executive communication and stakeholder management skills.
  
  8. Analytical and strategic thinker with the ability to use customer data to monitor trends, problem solve, and develop actionable initiatives.
  
  9. Demonstrated success working cross-functionally and exhibits high operational acumen and an innovative/nimble mindset.
  
  10. Excellent computer skills, including knowledge of Contact Center technology.: CRMs, Power BI, telephony, etc.
  
  Why work for us?
  
  Check out this list of a few of the many good reasons why we are a Top Workplace:
  
  Salary $112,500.00 to $150,00.00 per year +potential 15% annual bonus incentive target + 401(k) + benefits.
  We are the nation's largest interlock provider, and our Mission is to help people live and drive responsibly.
  Mindr won the 2025 Top Workplace Award locally and nationally-and 2026 Best Place for Working Parents Award
  Growth Oriented- 7 years of over 10%+ growth annually. Doubled in employee size over the past 2-3 years.
  
  A comprehensive and highly competitive benefits package, including:
  Dental Insurance
  Health Insurance
  Vision Insurance
  401(k)
  Paid Holidays
  Paid Time Off
  Ongoing Professional Training
  And more
  
  Equal Opportunity Employer
  
  It is and will continue to be the policy of CST, LLC to practice a program of equal employment opportunity designed to assure that employment and advancement opportunities are made available to all employees and applicants based on individual qualifications and without unlawful regard to race, religion, color, veteran status, national origin, disability, age, gender identity, sexual orientation, sex or genetic information.
  
  Equal Opportunity Employer
  This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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