Tasc Director of Customer Service
MADISON, WIJobSeen 1w agoSeen in employer's feed 2 days ago
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At a glance
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Job overview
The Director of Customer Service leads operations across the customer lifecycle, including onboarding, EDI coordination and customer care. The role owns the service experience for distributors, clients and participants, supervises managers and supervisors, and directs people, processes, platforms, projects and improvements intended to retain customers, drive growth and improve service. It also manages functional resources and budgetary requirements.
Skills & qualifications
Skills
Qualifications
Full job description
JOB REQUIREMENTS: POSITION PURPOSE: The purpose of this position is, but is not limited to, leading and managing all operations directly related to our customer's life cycle, which could include traditional onboarding, specialty onboarding, EDI coordination and customer care. This position is responsible for owning and leading the service experience of our distributors, clients and participants during their respective life cycles. The position includes the direct supervision of people, processes, platforms, projects and process improvements intended to retain customers, drive growth and continuously improve the service experience. POSITION DUTIES/RESPONSIBILITIES: Develop and execute the overall customer experience strategy for a seamless lifecycle from onboarding through ongoing relationship management and customer care. Design and implement customer experience programs, service standards and retention strategies to improve the customer experience journey. Define, monitor and continuously improve customer experience metrics, including customer satisfaction, retention, services levels, and operational efficiency. Establish performance expectations, service standards and accountability measures aligned with organization goals. Provide leadership and direction to managers and supervisors. responsible for our customer's life cycle. Lead strategic retention initiatives, including At-Risk Large Client Processes, developing solutions to improve retention. Oversee high-quality customer service delivery to distributors, clients and participants via phone calls, support requests and chats. Define and improve functional key performance indicators and service level expectations. Measure, analyze and communicate individual resources and departmental performance for continuous improvement. Conduct employee performance reviews and set functional direction for performance expectations. Manage resourcing and functional budgetary requirements. Operate within TASC's guidelines pursuant to the Employee Handbook and all Policies and Procedures. Perform additional duties as requested by Supervisor and/or Management. POSITION SUPERVISES: Customer Interactions Supervisors and Managers Manager of Onboarding POSITIONAL COMPENTENCIES: Ability to shape customer relationship management strategies into an improved marketplace position. Knowledge of customer experience and life cycle and ability to establish service standards, optimize resources on department needs and provide efficient, high-quality service. Ability to analyze customer experience metrics, service levels and operational performance to improve outcomes and support organizational goals. QUALIFICATIONS: Education and/or experience equivalent to a Bachelor's degree from an accredited college or university with a degree in Business Administration, or related discipline. 10+ years of progressive experience in a Customer Services Management capacity; customer... For full info follow application link. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/320393C6ECB34B55
How this job compares
Set against the 834 open Customer Experience jobs on Olive Jobs, counted October 31, 2026.
- Pay
- This postingNot listed
- US median$128–194K/yr388 salary ranges
- US median$22–25/hr261 hourly ranges
- Openings
- Olive Jobs lists 22 open Customer Experience jobs in Wisconsin and 834 across the US. 6% of them nationwide are listed as remote or flexible.
- Hiring the most in Wisconsin
- GE HealthCare3 open
- Abbott2 open
- TJX (TJ Maxx / Marshalls / HomeGoods)2 open
- Experience
- This posting asks for at least 10 years of experience — more than three in four Customer Experience postings that state a minimum ask for (median 5 years, across 565 postings).
- Education
- 192 of the 834 open Customer Experience jobs (23%) ask for a bachelor's degree or higher.
Counted across the open, public US postings on Olive Jobs on October 31, 2026. Pay medians are the middle values of the low ends and of the high ends of postings that list both ends of a range in the same cadence (a yearly salary or an hourly rate); a range's midpoint is halfway between its ends. Pay and experience figures resting on fewer than 20 postings are left out.
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