Director, Customer and Product Operations Support at Marion Counseling Services

Overview

We are seeking an experienced professional to lead our customer and product operations support team. This leadership position is crucial in ensuring the effective delivery of services and support to our clients. The ideal candidate will possess a strong understanding of operational processes and a passion for enhancing customer experiences.

Key Responsibilities

• Oversee the daily operations of the customer and product support teams.
• Develop and implement strategies to improve service delivery and customer satisfaction.
• Collaborate with cross-functional teams to ensure alignment on product offerings and customer feedback.
• Monitor key performance indicators and drive improvements based on data analysis.
• Manage and mentor a team of support professionals, fostering a culture of excellence and continuous improvement.
• Act as a point of escalation for complex customer issues and ensure timely resolution.

Requirements

• Proven experience in a leadership role within customer support or operations.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal abilities.
• Experience with customer relationship management (CRM) systems.
• Ability to thrive in a fast-paced, dynamic environment.

Nice to have

• Familiarity with product management processes.
• Experience in the counselling or mental health sector.
• Knowledge of data analysis tools and methodologies.