Director, Customer Service

About Nature's Sunshine:

Nature's Sunshine is a leading health and wellness company that manufactures and distributes high-quality natural supplements worldwide. Our rich history and commitment to innovation empower individuals to achieve optimal health and well-being.

The Opportunity:

As the Director of Global Customer Support, you will be a pivotal leader in driving our customer-centric strategy and ensuring exceptional experiences for our valued customers worldwide. You will lead and develop a high-performing global customer support organization, leverage technology, and foster a culture of continuous improvement.

Key Responsibilities:

• Strategic Leadership: Develop and execute a global customer support strategy aligned with Nature's Sunshine's overall business objectives, enhancing customer satisfaction, loyalty, and retention.
• Team Leadership: Lead, mentor, and inspire a diverse team of customer support professionals across multiple locations, fostering a collaborative and results-oriented environment.
• Operational Excellence: Oversee the efficient and effective operation of global customer support call centers, ensuring consistent service levels, accurate information, and timely resolution of customer inquiries and issues.
• Digital Transformation: Champion digital transformation initiatives to optimize customer support processes, enhance self-service capabilities, and leverage technology to improve key performance indicators (KPIs).
• Customer Advocacy: Act as a passionate advocate for the customer, ensuring their voice is heard and their needs are met throughout the organization.
• Cross-Functional Collaboration: Collaborate closely with sales, marketing, product, and other departments to develop integrated strategies and programs that enhance the overall customer experience.
• Performance Management: Monitor and analyze key performance indicators (KPIs) related to customer satisfaction, resolution rates, cost per contact, and other relevant metrics. Identify areas for improvement and implement data-driven solutions.
• Process Improvement: Continuously evaluate and improve customer support processes, policies, and procedures to enhance efficiency, effectiveness, and customer satisfaction.
• Risk Management: Work closely with the compliance and legal departments to address complaints, policy enforcement, and termination issues.

Qualifications:

• Bachelor's degree in business, marketing, or a related field (or equivalent experience).
• 8-10 years of progressive experience in customer support leadership roles, focusing on global operations.

• Proven track record of building and leading high-performing customer support teams in a fast-paced, high-volume environment.
• Strong understanding of contact center technologies, CRM systems (e.g., Nice inContact), and workforce management tools.
• Experience leading digital transformation initiatives and leveraging technology to improve customer support operations.
• Excellent communication, interpersonal, and problem-solving skills.
• Ability to think strategically, analyze data, and make data-driven decisions.
• Demonstrated ability to build strong relationships and collaborate effectively with cross-functional teams.
• A passion for customer service and a commitment to delivering exceptional customer experiences.
• Comfortable challenging the status quo and driving innovation in customer support practices.
• Demonstrated experience building organizational relationships, fostering open communication, and cross-functional collaboration.
• Proven aptitude in living the 'Customer Experience' and collaborating with customer service colleagues globally to meet customer expectations through organizational objectives.

#ZR

Nature's Sunshine is dedicated to being a Force of Nature that champions social and environmental wellness. We are focused on building a team of professionals with diverse backgrounds and experiences to become the natural supplement company of the future. By celebrating the individuality and unique perspectives of our workforce, we empower our employees to share the healing power of nature with more people around the world. And through our commitment to sustainable processes, renewable energy usage and waste reduction initiatives, we're devoted to preserving nature and its power for future generations.

We believe we are stronger together, and our ongoing commitment to diversity, equity, inclusion and belonging ensures that every employee is treated with fairness and respect. Because doing what's right-in the right way-is how we succeed as a company and a society.