Director, Customer Service Operations

HireRight is the premier global background screening and workforce solutions provider. We bring clarity and confidence to vetting and hiring decisions through integrated, tailored solutions, driving a higher standard of accuracy in everything we do. Combining in-house talent, personalized services, and proprietary technology, we ensure the best candidate experience possible. PBSA accredited and based in Nashville, TN, we offer expertise from our regional centers across 200 countries and territories in The Americas, Europe, Asia, and the Middle East. Our commitment to get it right every time, everywhere, makes us the trusted partner of businesses and organizations worldwide.

The Director of Customer Service Operations is responsible for all customer service operational support and will oversee the customer service training and development team, the customer service quality assurance team, the workforce management team, and the continuous improvement program team. This leader will serve as a transformational change agent, focused on enhancing the end-to-end customer experience and driving operational efficiency in our customer service department. The ideal candidate has deep experience working across operational and technology functions to design and implement systems, processes and tools that deliver excellent customer support and will excel in workforce planning, customer service operations, strategy development, analytics, and the implementation of customer service technology solutions.

Strategic Leadership:

• Develop and implement a comprehensive strategy for customer service operations that aligns with HireRight’s strategic objectives.
• Champion a culture of excellence, high performance, and continuous improvement across all customer service teams.
• Ability to lead and support multiple projects and strategic initiatives concurrently and independently.

Team Oversight:

• Lead the customer service training and development team to enhance employee capabilities, ensuring that staff are equipped to provide the highest level of service.
• Manage the customer service quality assurance team to maintain and improve service standards through regular evaluations and feedback.

Workforce Management and Planning:

• Oversee workforce management to optimize staffing levels, enhance operational readiness, and increase efficiency in customer service delivery.
• Utilize workforce analytics to forecast needs and make informed decisions regarding staffing and resource allocation.

Continuous Improvement and Transformation:

• Drive initiatives for process enhancements within the customer service team and cross functionally, identifying opportunities to streamline operations and improve customer interactions.
• Actively seek out innovative methods and technologies to enhance service delivery, driving transformation into customer service practices.

Performance Metrics and Analytics:

• Establish key performance indicators (KPIs) and metrics to measure success, providing regular updates to executive leadership on operational performance and areas for improvement.
• Analyze data to derive actionable insights, guiding strategic decisions that elevate customer service quality and efficiency.

Collaboration and Stakeholder Engagement:

• Foster cross-departmental collaboration to support customer service initiatives and ensure alignment with the HireRight objectives.
• Communicate effectively with stakeholders at all levels to promote transparency and drive engagement in customer service transformations.

Technology Implementation:

• Assess and implement customer service technologies - including CRM systems, self-service tools, chatbot platforms and AI implementations - that support operational efficiency and enhance customer interactions.
• Stay informed on industry trends and emerging technologies to continually advance customer service capabilities.

• Bachelor’s degree in business administration, Management, or a related field.
• Minimum of 10 years of experience in customer service operations, with at least 5 years in a senior leadership role.
• Proven experience as a change agent, demonstrating success in driving operational transformations in a customer service environment.
• Strong analytical skills with a focus on data-driven decision-making.
• Exceptional leadership, communication, and interpersonal skills.
• Familiarity with customer service technology platforms and workforce management tools.
• Must be a team builder.
• Proficient in call center technologies and CRM systems.
• Familiarity with best-in-class call center management principles, metrics and practices.
• Experience partnering with business stakeholders across geographies and functions to improve support