What are the responsibilities and job description for the Associate Director, Customer Operations position at Creative Circle?
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!
Salary : $125,000 - $175,000
