Director, Customer Service

Company Summary:

Zoro is an eCommerce company that’s on a mission to help business owners get everything they need to run their businesses and thrive–from office supplies to power tools. But we’re way more than a website. We’re a team of great people with an award-winning culture. Check us out and see for yourself!

Job Summary:

• This position is designed for a transformative leader who is driven to set new standards in customer service excellence and drive significant operational improvements.
• The successful candidate will lead initiatives aimed at improving service delivery, shaping strategic directions, and managing a large team in a dynamic business environment.
• The Director of CS is a key member of the Customer Fulfillment Leadership team, responsible for transforming and enhancing our customer service operational capabilities.
• This position is based in Chicago, IL (hybrid)
  
  
  

Duties and Responsibilities:

• You will develop and execute a comprehensive contact center strategy that aligns to Zoro’s goals and objectives, ensuring operational excellence and superior customer service.
• You will oversee the entire contact center operations ensuring seamless integration of technologies such as Five9, Calabrio and Verint to enhance service delivery and customer satisfaction.
• You will lead, inspire, and mentor the customer service management team team members, including both on-site and remote professionals, within the national contact center operations.
• You will utilize strong financial and business acumen to manage budgets, forecast staffing requirements and necessary changes to ensure cost-effective resource allocation.
• You will build strong cross-functional partnerships to integrate customer service insights into business strategies and operational improvements.
• Ensure compliance with all regulatory and security requirements, maintaining the integrity of confidential information and the security of the contact center environment.
  
  
  

Minimum Qualifications:

• 10+ years of experience in leadership roles within high-volume, multi-channel contact centers.
• Bachelor’s degree required; an MBA or related master's degree is highly preferred.
• Experience leading hybrid on-site and work-from-home front-line teams of 100+ sales/service team members
• Expertise in contact center technologies, with a preference for candidates experienced with Five9, Calabrio, Verint and chat solutions.
• Exceptional communication and stakeholder management skills, with proven ability to engage effectively with both technical and high-level management teams.
• Strong analytical and financial skills, with a track record of using data to drive strategic decisions and improve operational performance.
  
  
  

Preferred Qualifications:

• Experience managing projects related to contact center operations, technology upgrades, process improvements, or other initiatives aimed at enhancing performance and efficiency.
• A solid understanding of industry trends, regulations, and competitive dynamics impacting contact center operations, along with a commitment to staying informed about emerging technologies and best practices.
• Relevant certifications in contact center management, customer experience, or related fields would be a plus, such as CCMP (Certified Contact Center Manager Professional) or similar credentials.
  
  
  

Zoro Values and Inclusive Culture:

Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented and valued. We aim to empower all of our employees to learn about, raise awareness of, and promote diversity and inclusion through all of our workplace interactions. Zoro is a place where everyone can learn, grow, and thrive.

We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal opportunity workplace.