Director, Partner & Customer Service – Remote Global Contact Center Leader at careerzynith

About careerzynith – A Culture of Connection and Innovation careerzynith is a world‑renowned brand that began with a simple mission: to create meaningful connections through every cup of coffee. Over the decades, the company has evolved into a global leader not only in specialty beverages but also in delivering exceptional customer and partner experiences. At careerzynith, we believe that great service starts with inspired people, and we invest heavily in developing leaders who embody our core values of respect, inclusion, and continuous improvement. Our contact centers span the globe, supporting retail operations, human resources, facilities, technology, and more. By leveraging cutting‑edge technology, data‑driven insights, and a culture of collaboration, careerzynith consistently sets the benchmark for service excellence. As we continue to expand, we are looking for a visionary leader to shape the future of our Partner & Customer Service organization. Position Overview – Director, Partner & Customer Service (Remote) The Director, Partner & Customer Service will own the end‑to‑end strategy, planning, operations, and continuous improvement of careerzynith’s multi‑disciplinary global contact centers. This senior leadership role is responsible for delivering world‑class experiences to both our customers and internal partners, overseeing outsourced functions, and driving operational excellence through innovative methodologies, technology, and analytics.

Key Responsibilities

• Strategic Leadership: Define and execute a multi‑year vision for global contact center operations that aligns with careerzynith’s mission and growth objectives.
• Team Development: Model leadership behaviors rooted in careerzynith’s values, mentor and coach managers, and foster a high‑performance culture across both in‑house and outsourced teams.
• Operational Excellence: Establish, track, and continuously improve core metrics such as service level agreements (SLAs), first‑contact resolution, quality scores, and financial performance.
• Customer & Partner Insight: Deeply understand evolving customer and partner needs, translating insights into actionable strategies, budgets, and service enhancements.
• Process Innovation: Lead initiatives to eliminate root causes of pain points, standardize processes, and embed industry‑leading digital capabilities across all channels.
• Outsourced Management: Oversee outsourced contact center partners, ensuring alignment with careerzynith standards, performance targets, and compliance requirements.
• Change Management: Drive large‑scale transformation projects, guiding teams through change while maintaining service continuity and employee engagement.
• Storytelling & Communication: Craft compelling narratives that simplify complex concepts for diverse audiences, securing buy‑in and collaboration across the organization.
• Continuous Improvement: Apply Lean, Six Sigma, or comparable methodologies to identify efficiencies, reduce waste, and accelerate performance gains.
• Collaboration: Partner with technology, product, HR, and finance teams to integrate new tools, platforms, and processes that enhance the overall experience ecosystem.

Essential Qualifications

• Minimum 10 years of progressive leadership experience in contact center or customer experience environments.
• At least 5 years of experience managing outsourced contact center operations, preferably within a global context.
• Proven track record designing and implementing world‑class partner and customer experiences through people, process, and technology.
• Demonstrated expertise in developing and executing operational improvement strategies for large‑scale contact centers.
• Strong background in change management, with the ability to thrive in fast‑paced, dynamic environments.
• Experience building, scaling, and leading sizable teams (including remote and outsourced agents) and developing future leaders.
• Hands‑on experience leading transformation and continuous improvement initiatives, with measurable results.
• Exceptional storytelling and communication skills, capable of tailoring messages for varied stakeholder groups.
• Proficiency with Lean, Six Sigma, or similar process‑optimization frameworks.
• Master’s degree in Business Administration, Operations Management, or a related field is preferred.

Preferred Qualifications & Skills

• Advanced certifications such as Lean Six Sigma Black Belt, PMP, or ITIL.
• Experience with AI‑driven contact center