Senior Director, Customer Service

kplace culture aligned with our core values of being inclusive, collaborative, customer centric, and socially responsible. We value work-life balance and flexibility, and as a result have introduced policies such as our hybrid office schedule, casual dress code, and flexible Fridays, which allow us to wrap up meetings for dedicated focus time or to start our weekends sooner, year-round. Our commitment to employee growth and development is demonstrated through our offering of facilitated courses and certificate programs and our investment in resources that enable self-paced learning.

The Senior Director, Customer Service is responsible for defining and building the future of Brother's service operations across the Americas. In addition to driving quality and efficiency in current operations, this leader works to transform the team from being a troubleshooting group into being a strategic customer care team within Brother's Customer Experience Center (CXC), generating significant contributions to customer experience, loyalty, and sales. Acting as a visionary leader for customer service, this role develops a clear future vision, timeline, and strategic plan of action for what customer service in the Americas should truly look like - establishing a unified, best-in-class service model across domestic operations as well as several subsidiaries in North & South America.

This position leads both on-shore and off-shore support services teams, drives the direction and growth of Brother's support portfolio, and implements new tactics, processes, and technologies to create Brother's "customer service of the future."

The Senior Director's responsibilities fall into three important categories - CS Operational Excellence (today), CS Strategic Ownership (transformational), and Departmental & Executive Leadership.

Brother's Customer Experience Center (CXC) is a shared marketing resource department, whose mission is: "We provide Brother prospects and customers with an easy and engaging, "at-your-side" experience, making them passionate, valuable fans for life". The CXC serves all of Brother's business units, helping to maximize long-term sales results.

WHAT YOU'LL DO

Customer Service Operational Excellence [day-to-day]

• Utilize analytics, experience, and sound judgment to create the optimal blend of expense, answer rates and customer satisfaction

• Manage the complex Customer Service budget

• Produce budget and performance reports and propose / implement adjustments based on trends

• Own and manage the best eco-system of Customer Service enablement tools and SaaS, negotiating agreements, and implementing training / adoption efforts

• Oversee and direct all onshore and nearshore contact center operations (performance measurement, agent training, quality monitoring, invoice management, solutions creation, support video production, etc.)

Customer Service Strategic Ownership [transformational]

• Set aggressive long-term goals for Customer Service around support quality, delivery efficiency, and other key metrics

• Build transformative, multi-year strategic plans to deliver against those goals

• Scope, secure executive approval for, and deploy a comprehensive regional strategy for "Customer Service in the Americas," tailored to the varying maturity levels of each subsidiary across North America & South America.

• Establish a unified vision, timeline, and roadmap for creating a future-forward service model that meets the unique needs of each market, ensuring consistent, high-quality customer experiences across the Americas

• Ensure strategic plans are achieved through effective management of resources, staff, and stakeholders

• Identify, analyze, and deploy applicable new enabling technologies such as chatbot, AI, etc.

• Implement improvements in overall customer experience, including loyalty and engagement tactics, with the goal of increasing the number of "golden" customers, and driving business results

• Methodically create the best organizational structure, hiring and developing talent as needed, and utilizing outside resources, to enhance Customer Service results

Departmental and Corporate / Executive Leadership

• Provide transparent, insightful analytical reporting to CXC and Company leadership teams

• Develop contact center policies, procedures, and standards

• Collaborate and participate as key member of various working groups (social, AI, web, etc.)

• Lead Customer Service -- and support departmental -- strategy, culture, and excellence efforts

ABOUT OUR IDEAL CANDIDATE

Education

• Bachelor's Degree (or equivalent experience)

12+ Years of Experience Spanning:

• Executive leadership experience in a fast-paced technical environment

• Extensive experience managing on-shore and off-shore customer support teams

• Experience in developing strategic improvements of customer service operations to improve alignment, efficiency, and value

• Experience with budgeting, project management, and leading large teams

Software/Technical Skills

• Customer service platforms (currently Oracle Service Cloud)

• Enterprise management platforms (currently S4, Hyperion)

• Phone system software (currently Five9) and voice technology

Other Skills, Knowledge, & Abilities

• Advanced knowledge of contact center service industry best practice methodologies

• Advanced business and analytical acumen

• Ability to effectively lead, coach, and develop cross-functional teams

• Exceptional interpersonal skills to effectively build relationships with all levels of the organization, and procure needed support and approvals

• Excellent written and verbal communication skills

• Excellent analytical and financial abilities

ADDITIONAL DETAILS FOR THIS ROLE

This role will be a hybrid role. Subject to business needs, employees may work remotely up to two days per week. Assigned office days will be determined by managers. #LI-Hybrid

• The salary (or hiring) range for this position is $175,000 - $210,000 per year

• Starting salary to be determined by the education, experience, knowledge, skills and abilities of the applicant, internal equity, location, and alignment with market data

• This position is eligible to participate in the relevant Brother variable pay incentive plan(s). Applicable bonus awards are discretionary and contingent upon 1) achievement of your individual objectives and 2) Brother achieving its corporate and business-level objectives

• Benefits include, but are not limited to, healthcare and wellness coverage, life and disability insurance, 401K, tuition reimbursement, and Paid Time Off. Details are available at https://mybenefits.nfp.com/Brother/2025/guidebook/

Benefits

We offer a comprehensive benefits package with diverse plan options to meet your family's needs, including health, vision, and dental insurance-all effective from day one of employment. Under our 401(k) retirement savings plan, we match up to 100% of the first 4% of employee contributions, with employer matches vesting immediately. Additionally, we offer an educational assistance program that reimburses up to 100% of tuition, lab fees, textbooks, and other related expenses for qualifying programs. To learn more, visit our benefits page: https://careers.brother-usa.com/benefits

Our Mission, Vision, & Culture

Our mission is to live our "at your side" promise to simplify and enrich the lives of our customers, employees, and communities. We aim to be where people and technology meet, providing products and solutions that enhance how people live, work, and create. We look to our strategic culture drivers - accountability, authenticity, boldness, and excellence - to enable us to consistently deliver on our vision, mission, and shared values. These drivers help us shape a culture that empowers the business to succeed. To learn more about our culture drivers and company culture, visit: https://careers.brother-usa.com/ourculture

About Where We Work

Brother's corporate headquarters for the Americas is in Bridgewater, NJ, across from the Bridgewater Commons Mall. This location houses key corporate functions, including HR, legal, finance, IT, and supply chain, and a significant presence of our business unit leadership and marketing teams. Our manufacturing and distribution facility in Bartlett, TN spans an impressive 1.5 million square feet - equivalent to 26 football fields - and is located on Brother Boulevard. In addition to the distribution center operations team, this facility hosts several other departments, including our customer service group. Brother also has employees based in other locations, such as Westminster, CO, where many of our marketing and product engineering team members from the mobile solutions division operate, as well as our distribution centers in Richmond, VA and Perris, CA. Additionally, our outside sales teams work remotely within their territories, staying geographically close to the accounts they support to ensure they are always "at your side" for our customers.

Links to Learn More

To hear more about our business and culture, visit these helpful links:

• Brother's Product Categories:
  https://careers.brother-usa.com/our-products

• Diversity, Equity, and Inclusion (DEI) and Employee Resource Groups (ERGs):
  https://careers.brother-usa.com/employee-resource-groups-diversity

• Corporate Social Responsibility:
  https://careers.brother-usa.com/our-corporate-social-responsibility-sustainability

• Work-Life and Flexibility:
  https://careers.brother-usa.com/lifeatbrother

• Growth and Development:
  https://careers.brother-usa.com/career-development

• Follow us on LinkedIn:
  https://www.linkedin.com/company/brother-usa/

Brother International Corporation ("Brother") is an equal opportunity employer and does not discriminate or make employment decisions on the basis of race, color, religion, sex, disability, or any other characteristic protected by applicable state or federal laws. If you require any physical or other assistance in completing this application or any other aspect of the application or interview process, a reasonable accommodation will be made upon request.