Job Description

Associate Director, Customer Operations

**Relocation Assistance Available**

Job Type: Full-Time

On-Site Requirements: Mon-Thurs on-site with Friday remote

Salary Range: $125-$175K

Focus of Role: Standing up a new call center & handling operations

Relocation Assistance Available

Job Description:

Our client, a growing leader in medical technology and home care solutions, is seeking a Full-Time Associate Director, Customer Operations to lead their customer service call center in Stuart, Florida. This is an exciting opportunity to join a dynamic business unit that manufactures consumer medical products and services them through a dedicated distribution subsidiary. The team engages with a wide range of stakeholders-from patients and clinicians to B2B2C partners-leveraging omni-channel strategies to drive engagement, conversion, and retention.

Key Responsibilities

• Lead and manage the customer service team, ensuring high-quality service delivery.
• Drive departmental goals, KPIs, and marketing initiatives aligned with business objectives.
• Develop and implement call center policies, procedures, and operational plans.
• Oversee daily operations, monitor performance, and ensure timely task completion.
• Recruit, mentor, and develop a high-performing team.
• Collaborate with internal stakeholders to identify process improvements and best practices.
• Report on sales targets, customer engagement metrics, and operational performance.
• Support new product placements and selling agreements with strategic execution.

Qualifications

• 8+ years of experience in customer service or call center operations within a regulated industry (healthcare, banking, fintech, etc.).
• 5+ years in a supervisory or leadership role.
• Strong understanding of compliance standards in healthcare or similar sectors.
• Proficiency in Excel, Tableau, Power BI for analytics and reporting.
• Experience with Salesforce or comparable CRM and billing platforms.
• Skilled in Microsoft Office Suite.
• Bilingual Spanish (written and spoken) is a strong plus.

This is a hybrid role with on-site work required Monday through Thursday. If you're a strategic leader with a passion for customer experience and operational excellence, we encourage you to apply!

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