Job description
At Colibri, culture is a critical part of our collective success, and we live our values everyday: Love, Joy,
Boldness, Teamwork and Curiosity. These values guide our interactions with each other, our customers,
and the community as a whole.
We have a rich and storied history. Colibri is one of the pioneers of online professional education,
introducing some of the first web-based professional education courses in 2001. Today, the company’s
family of brands are the leading online professional education platforms in their respective end-markets.
We proudly to serve >1 million customers annually and employ more than 1,500 mission-aligned
professionals. To learn more, please visit: www.colibrigroup.com
Position Overview:
We are seeking a strategic and experienced Senior Director of Customer Service to lead customer support function across all channels. This leader will be responsible for executing a world-class customer service strategy that drives satisfaction, loyalty, and operational excellence. The ideal candidate is customer-obsessed, data-driven, and adept at leading high-performing teams in a fast-paced environment.
What You’ll Do
- Develop and implement a customer service strategy to enhance satisfaction and loyalty.
- Lead, mentor, and grow a team of customer service leaders and representatives across multiple channels (phone, email, chat).
- Drive operational excellence by setting performance standards, KPIs, and metrics for the customer service organization.
- Collaborate cross-functionally with Product, Sales, Marketing, and Operations to align customer service initiatives with company goals and business unit objectives.
- Oversee the implementation of customer service technologies, including CRM platforms, help desk systems, and self-service tools.
- Oversee staffing plans and models to meet capacity needs based on deep understanding of contact volumes and their drivers
- Monitor and analyze customer feedback and trends to identify opportunities for continuous improvement.
- Manage budgets, staffing plans, and resource allocation to optimize service delivery.
- Foster a culture of accountability, empowerment, and continuous learning.
- Lead initiatives to improve First Contact Resolution (FCR), Customer Effort Score (CES), Customer Satisfaction (CSAT), and other key performance metrics.
- Ensure compliance with company policies, legal regulations, and industry best practices.
What You’ll Need to Succeed
- Bachelor’s degree in Business Administration, Communications, or a related field; MBA or equivalent advanced degree preferred.
- 10+ years of progressive leadership experience in customer service or customer experience roles, including 3+ years in a senior leadership capacity.
- Demonstrated success managing large, distributed customer service teams, including internal teams and third-party providers
- Proven ability to develop and execute strategic initiatives that improve customer outcomes and operational performance.
- Deep understanding of customer service technologies, including CRM and omnichannel support platforms.
- Strong analytical and problem-solving skills with a data-driven approach to decision-making.
- Exceptional communication, interpersonal, and leadership skills.
- Experience in a high-growth or transformation-focused organization.
Preferred Skills
- Background in customer experience (CX) strategy and voice of the customer (VoC) programs.
- Experience with Five9 contact center software and Balto, Cresta, or other AI solutions.
- Change management training and experience.
Colibri Group welcomes applicants from all backgrounds and experiences, and we understand that not every candidate will meet every requirement listed in the job description. Research has shown that women and people of color may be less likely to apply to jobs unless they feel they meet every qualification, and we want to actively combat this bias in our hiring process. If you’re excited about the role and believe you have the skills and experience to contribute to our team, we encourage you to apply, even if your background doesn’t align perfectly with every qualification listed. We are committed to building a diverse and inclusive workplace, and we believe that diversity of perspectives and experiences is essential to our success. You may be just the right candidate for this role or another position within our organization. Don’t hesitate to take the leap and apply today!
