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Veracity Software Inc · 3 months ago

Associate Director, Customer Operations

Stuart, FL

Full-time

Hybrid

Senior Level, Lead/Staff

8+ years exp

Veracity Software Inc is seeking an Associate Director of Customer Operations to lead their direct-to-consumer business in delivering exceptional customer service and operational excellence. The role involves overseeing customer interactions, guiding a high-performing team, and aligning operational strategies with business objectives within the healthcare sector.

Information TechnologySaaSSoftwareTechnical SupportWeb Development

Growth Opportunities

Responsibilities

Lead and manage the Customer Service team to achieve both short- and long-term departmental goals in alignment with Client's strategic initiatives

Develop and execute monthly, quarterly, and annual sales operations plans supporting business growth and customer satisfaction

Design and implement scalable call center procedures and policies in collaboration with compliance, technology, and legal teams

Track and report key performance indicators (KPIs), daily operational metrics, and sales targets; drive accountability and performance outcomes

Identify and implement best practices and continuous process improvements to enhance customer experience, reduce operational costs, and drive team efficiency

Recruit, mentor, and develop top talent; provide ongoing performance management, feedback, and professional development support

Oversee day-to-day business operations ensuring compliance with all regulatory requirements and internal quality standards

Serve as a liaison across cross-functional teams to ensure alignment and execution of customer-focused initiatives

Qualification

Customer service managementData analyticsCRM systemsHealthcare industry experienceProcess improvementBilingual (Spanish)Interpersonal skillsCommunication skillsDetail-oriented