What are the responsibilities and job description for the Director of Customer Success position at JCW Group?
JCW is working on an exciting search for a Director of Customer Excellence to join a leading compounding pharmacy located in Houston, TX. The ideal candidate will have experience leading strategies that elevate service excellence, strengthen relationships, and support the companies vision.
Responsibilities:
- Designs and drives customer service strategies across quality assurance, incidents, and customer excellence teams
- Leads the monitoring and evaluation of Customer Excellence performance, leveraging data-driven insights to implement impactful improvements, demonstrating full accountability for execution and delivering measurable results
- Oversees training, communication, and readiness initiatives to ensure seamless adaptation to changes affecting customer service and pharmacy operations
Qualifications:
- Minimum of 10 years of experience managing customer service teams, call centers, pharmacy or healthcare operations
- Bachelor's degree or equivalent work experience in business, healthcare administration, pharmacy operations, call center, customer service, or related fields required
- Demonstrated experience leveraging AI in daily work to drive efficiency, solve problems, and enhance decision-making
For more info on this role or others please email Megan at megan.moran@jcwresourcing.com
