What are the responsibilities and job description for the Director of Customer Service & Support position at Obagi?
Who We Are
Obagi Cosmeceuticals is an industry leading dermo-cosmetic brand that provides transformational skin care products, with a 35 year legacy backed by science and innovation to protect and enhance skin tone and texture. Obagi is widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, remaining a leader in the beauty space and operates as an innovative, global, omni-channel luxury consumer products business with sales distribution to physicians, wholesale partners, retail outlets, Amazon, and direct-to-consumer (DTC) channels. On a mission to create a global, best-in-class multi-brand, multicategory portfolio, Obagi will continue to redefine the future of skincare. We are Obagi. Fearless. Together.
What We Need
Obagi is seeking an experienced Director of Customer Service (CS) to lead and scale our customer service operations, supporting our direct-to-consumer (DTC), business-to-business (B2B), retail, and international channels. Reporting to the VP of Sales Operations, this role will manage the domestic and international customer service teams overseeing all customer interactions across multiple platforms (calls, email, live chat, & claims). Responsible for developing strategic plans, managing team performance, and implementing processes to enhance the overall customer experience, this role will ensure exceptional customer satisfaction and efficient service operations through continuous improvement and effective team management.
What You’ll Do
Physical Requirements
These demands document the physical requirements of a specific job. Criteria may include: Lifting, Carrying, Push/Pull, Sitting/Standing (In Place); On Feet, Walking, Bending, Turn/Twist; Kneeling; Squatting; Crawling; Climbing; Reaching (Out)/Reaching (Up), Grasping, Wrist Turning; Pinching; Finger Manipulation, Hearing, Talking, Working with a computer for eight hours, Working in close quarters. Communicating over the telephone for eight hours.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of job requirements, so classified. All employees may be required to perform duties outside of their normal responsibilities, from time to time, as needed.
Obagi Cosmeceuticals is an industry leading dermo-cosmetic brand that provides transformational skin care products, with a 35 year legacy backed by science and innovation to protect and enhance skin tone and texture. Obagi is widely recognized by US dermatologists and plastic surgeons for its clinical excellence and science-backed approach, remaining a leader in the beauty space and operates as an innovative, global, omni-channel luxury consumer products business with sales distribution to physicians, wholesale partners, retail outlets, Amazon, and direct-to-consumer (DTC) channels. On a mission to create a global, best-in-class multi-brand, multicategory portfolio, Obagi will continue to redefine the future of skincare. We are Obagi. Fearless. Together.
What We Need
Obagi is seeking an experienced Director of Customer Service (CS) to lead and scale our customer service operations, supporting our direct-to-consumer (DTC), business-to-business (B2B), retail, and international channels. Reporting to the VP of Sales Operations, this role will manage the domestic and international customer service teams overseeing all customer interactions across multiple platforms (calls, email, live chat, & claims). Responsible for developing strategic plans, managing team performance, and implementing processes to enhance the overall customer experience, this role will ensure exceptional customer satisfaction and efficient service operations through continuous improvement and effective team management.
What You’ll Do
- Develop and implement new CS strategies aligned with the company’s goals and objectives
- Create, document, and maintain current and new processes, training materials, and CS programs for new and existing employees
- Develop customer interaction flows to ensure a seamless customer experience
- Lead, mentor, and develop a high-performing customer service team to meet and exceed determined KPIs and SLAs
- Partner with HR and TA to hire and train new hires
- Conduct regular performance reviews, provide feedback, and set clear goals
- Foster a customer-centric culture within the team and across the organization
- Ensure prompt, efficient, and high-quality customer support across all channels (phone, email, chat, etc.)
- Handle complex customer issues and escalations, ensuring timely resolution
- Monitor and optimize customer service processes and workflows
- Leverage available technologies and CRM systems to enhance team productivity and service quality
- Identify opportunities for process improvements and innovation in service delivery
- Gather and analyze customer feedback to drive continuous improvement and identify areas of risk/opportunity
- Prepare and present reports on CS performance and relevant trends to senior leadership.
- Collaborate with other departments (Sales, Marketing, Product Development, Quality, Regulatory, Education) to align CS strategies.
- Ensure compliance with company policies and relevant regulations.
- A bachelor’s degree from an accredited university required; a focus in Business Management, Operations Management, or similar related fields strongly preferred.
- At least 7 years of direct Customer Service/Experience/Support leadership managing at least 5 direct reports and proven experience in scaling high performing and efficient CS teams and processes.
- Prior experience within the CPG/Manufacturing/B2B environment highly preferred
- Basic understanding of slow moving / obsolete inventory highly preferred
- Strong qualitative, analytical, and critical thinking skills with demonstrated use of analysis and metrics to drive continuous improvement and decision making.
- Exceptional organizational and prioritization/time management skills; demonstrated ability to work under pressure to meet deadlines.
- Comfortable operating in a fast paced, ever-changing environment; someone who thrives in ambiguity and adapts quickly.
- Proficiency in Microsoft Office Suite and other relevant technologies (Oracle, Tableau, PowerBI, Shopify, SugarCRM, Salesforce, Gorgias)
- Flexibility with working with multiple time zones.
- Possess an energetic, positive attitude that encourages a team and supports the growth and professional development of others.
Physical Requirements
These demands document the physical requirements of a specific job. Criteria may include: Lifting, Carrying, Push/Pull, Sitting/Standing (In Place); On Feet, Walking, Bending, Turn/Twist; Kneeling; Squatting; Crawling; Climbing; Reaching (Out)/Reaching (Up), Grasping, Wrist Turning; Pinching; Finger Manipulation, Hearing, Talking, Working with a computer for eight hours, Working in close quarters. Communicating over the telephone for eight hours.
Disclaimer
The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of job requirements, so classified. All employees may be required to perform duties outside of their normal responsibilities, from time to time, as needed.
Salary : $130,000
