Overview

Overview As Director of CSC Customer Excellence, you lead a unified, AI-enabled customer service organization across all channels to elevate satisfaction, loyalty, and resolution. You translate enterprise goals into actionable service plans, coaching, and operating rhythms while partnering with Sales and cross-functional teams. You'll shape service strategy, quality, and escalation practices to protect customer trust and drive measurable improvements. This is a strategic, impact-driven role at a company dedicated to supporting musicians and creators. Compensation / BenefitsMedical, Dental, Vision401K with company matchMental health supportPaid sick/holiday/vacationEmployee discount programTuition reimbursement options ResponsibilitiesSet and lead the end-to-end CSC service strategy across channels and programs to hit satisfaction, loyalty, quality, and productivity targets.Translate enterprise goals into annual/quarterly service plans and operating rhythms; define accountability for leaders.Create a unified service organization with consistent standards, processes, and escalation rights.Advise executives on performance, risks, customer trends, and recommended actions.Own service performance metrics (CSAT, NPS, escalations, aging, productivity, adherence); collaborate on forecasting and capacity planning.Establish scorecards and dashboards; drive corrective actions from variances.Standardize playbooks, quality expectations, escalation procedures, and coaching practices.Own the escalation and recovery framework for complex and executive-level cases; ensure timely resolution and root-cause follow-up.Leverage analytics, VOC, and journey insights to drive improvements; champion CRM, knowledge management, omnichannel, self-service, and AI tools.Build leadership bench strength, define success profiles, and foster accountability and inclusion.Partner with Sales and cross-functional teams to align priorities and optimize end-to-end customer journeys.Represent the voice of the customer in enterprise planning and policy influence.Perform other duties and special projects as assigned. Key requirementsBachelor's degree or higher in Business, Communications, Operations, or related field; MBA or advanced degree preferred10+ years of progressive customer service leadership experience in high-volume environments5+ years of leading managers or multi-team organizationsProven track record improving customer satisfaction, FCR, quality, loyalty, and productivity while reducing effort and escalationsExperience designing and scaling service operating models, quality/coaching systems, escalation frameworks, scorecards, and leadership accountabilityStrong financial acumen including annual planning, budgeting, capacity planning, and resource allocationDeep understanding of contact center operations, omnichannel support, workforce management, QA, knowledge management, and case managementHands-on experience with CRM systems, contact center platforms, digital tools, knowledge management, and self-service technologiesExperience using analytics, automation, and AI tools to improve performance and personalizationExceptional executive communication, presentation, and stakeholder management skillsAbility to lead through change, build organizational alignment, and drive adoption of new processes and techPersonal interest or experience in music, music industry, or a related fieldExecutive communicationStakeholder managementChange leadershipCRM systemsContact center platformsKnowledge management systems