Hiring: Director of Customer Service Company: NEOGOV Location: Draper, UT Job Posted Time: 2026-09-17 11:00:26 Employment Type: Full-time / Remote Target Skills & Keywords : AI, SaaS, Salesforce About the job Experience: •8+ years of progressive experience in customer success, customer support, or customer operations, including 3+ years of people leadership at the manager, director, or senior director level. Required Skills: •Own and champion the department’s AI strategy deploying AI-powered chatbots, intelligent call and case routing, and agentic self-service tools to reduce handle times and deflect volume while improving the customer experience. •Develop and deliver a digital-first customer service model that shifts routine interactions to automated and self-service channels and reserves human expertise for high-value work. •Evaluate and operationalize new technologies, building the business case and measuring impact against clear KPIs. •Diagnose and re-engineer existing processes, tools, staffing models, and knowledge resources that bring an operator’s eye to what is working, what is not, and what should be rebuilt. •Establish, monitor, and continuously improve the operational metrics that define service quality (CSAT, first-contact resolution, abandon rate, NPS, case aging, and service level). •Own end-to-end contact center operations across all products and channels designing systems and workflows that scale efficiently as the customer base and product portfolio grow, rather than simply adding headcount. •Build workforce planning, forecasting, and hiring models that align staffing to volume across queues, shifts, time zones, and product lines. •Act as a strategic thought partner to the Chief Operating Officer, translating service center data and customer insights into recommendations that shape company strategy. Qualifications: •Hands-on experience owning AI and automation initiatives and deployed or led the deployment of AI/self-service tooling and can speak to the results. •A proven track record of building, leading, and scaling customer service teams in SaaS, technology, or other fast-paced environments (you have done this at scale before, not just maintained a steady state). •High level of comfort diagnosing operational problems and redesigning processes, tooling, and workflows from the ground up. •The ability to operate as a strategic thought partner to senior executives, with the communication skills to influence at the leadership level. •Dedication to coaching and developing leaders and individual contributors, both in-person and remotely, across time zones. •Strong organizational skills and experience managing competing priorities and co-located, remote, and international teams. •Strong proficiency with modern service tooling (we use Google Workspace, DialPad for telephony, and Salesforce for case management). •Comprehensive Benefits package for full-time employees •Generous PTO to support work-life balance •Autonomy to grow and find your career path with supportive leadership Compensation: •Flexible work environment (work from home / hybrid options) •Competitive benefits and rewards package •Comprehensive Benefits package (medical, dental, vision, etc Interested candidates, please apply directly through the job posting on company's career page or try via AI auto apply on this platform. Don't miss this opportunity to join a forward-thinking team!