Director of Customer Service

TASC (Total Administrative Services Corporation)

. Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care.

Posted 10/17/2026full-timeRemote • United StatesLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and executing customer experience strategies, with a strong focus on retention, service delivery, and performance improvement. Proven leadership in managing customer-facing teams and aligning service standards with organizational goals.

Highest-signal resume keywords

Customer Experience Strategy DevelopmentLeadership in Customer Services ManagementCustomer Lifecycle ManagementPerformance Metrics AnalysisRetention Strategy Implementation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Experience MetricsService Level ExpectationsOperational Efficiency ImprovementPerformance Review ConductingBudget Management

Soft Skills

LeadershipCommunicationAnalytical ThinkingProblem Solving

Industry Keywords

Customer SuccessAccount ManagementService StandardsCustomer CareOnboarding

About the role

Key responsibilities & impact

Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care.
Design and implement customer experience programs, service standards and retention strategies.
Define, monitor and continuously improve customer experience metrics, including customer satisfaction, retention, service levels and operational efficiency.
Establish performance expectations, service standards and accountability measures aligned with organizational goals.
Provide leadership and direction to managers and supervisors.
Lead strategic retention initiatives, including At-Risk Large Client Processes, and develop solutions to improve retention.
Oversee high-quality customer service delivery to distributors, clients and participants via phone calls, support requests and chats.
Define and improve functional key performance indicators and service level expectations.
Measure, analyze and communicate individual resource and departmental performance for continuous improvement.
Conduct employee performance reviews and set functional direction for performance expectations.
Manage resourcing and functional budgetary requirements.
Operate within TASC’s Employee Handbook, Policies and Procedures.
Supervise Customer Interactions Supervisors and Managers and the Manager of Onboarding.
Perform additional duties as requested by Supervisor and/or Management.

Requirements

What you’ll need

Education and/or experience equivalent to a Bachelor’s degree from an accredited college or university with a degree in Business Administration, or related discipline.
10+ years of progressive experience in a Customer Services Management capacity; customer experience, account management, customer success or customer service.
5+ years of leadership experience managing leaders and customer-facing teams.
Experience leading customer lifecycle, retention and service delivery functions.
Ability to shape customer relationship management strategies into an improved marketplace position.
Knowledge of customer experience and life cycle and ability to establish service standards, optimize resources on department needs and provide efficient, high-quality service.
Ability to analyze customer experience metrics, service levels and operational performance to improve outcomes and support organizational goals.
Must meet the physical demands of the role, including regularly talking and hearing; sitting, standing, walking; using hands to finger, handle or feel; reaching with hands and arms; and close vision, depth perception and ability to adjust focus.