Director, Customer Service Operations

2 weeks ago

Dublin, Ireland Workhuman Full time

Job Description:This is a unique opportunity to shape the future of our customer service operations, overseeing day-to-day performance while driving transformation through AI, data, and innovation to elevate how we connect with and serve our customers.You’ll partner across the business to redefine the customer experience, embedding a digital-first mindset that balances empathy with efficiency. We invite you to join our Force for Good by helping us create meaningful, human-centered experiences through technology, innovation, and recognition, empowering both our teams and our customers to thrive. What We Can Offer You An exciting blend of leading global contact centre operations, while driving strategic transformation, digital evolution, and AI adoption to deliver exceptional customer outcomes.An opportunity to shape and implement a forward-looking, data-driven service model that enhances customer satisfaction, operational agility, and business performance. Collaboration with cross-functional teams, bringing together technology, product, and customer experience leaders to deliver impactful solutions. An opportunity to empower and develop high-performing teams, fostering a culture of innovation, inclusion, and continuous improvement. You will contribute to a people-first culture, where your leadership will directly influence how recognition and technology combine to create stronger, more connected workplaces. What You Bring Experience leading large-scale, multi-channel or global customer service operations, ideally at director level or above. A proven ability to drive transformational change, balancing strategic vision with practical execution. Familiarity with AI, automation, and digital engagement technologies — including CRM systems and omnichannel service models. Strong commercial and financial acumen, with success in delivering measurable efficiency and performance outcomes. Excellent stakeholder and relationship management skills, with the ability to engage confidently across all levels of the business. Your Achievements Successfully delivered large-scale transformation programmes, modernizing systems and ways of working to improve customer outcomes. Implemented AI-enabled solutions that increased efficiency, reduced cost-to-serve, and enhanced personalization. Built resilient, inclusive teams, inspiring colleagues through times of change and fostering a high-performance culture. Drove measurable improvements in customer satisfaction, first contact resolution, and employee engagement. Benefits25 days annual leave, increasing with years of serviceCompany plan VHI Health Care & Dental cover for employee and dependenciesA Pension commencing after probation periodParticipation in Workhuman’s employee recognition programsDiscounted gift certificatesDiscounted TaxSaver Travel cards/free car parking (subject to availability)Income ProtectionLife AssuranceAccess to our Tuition Reimbursement SchemeAccess to Workhuman UniversityAdditional ‘perks’ - Free grab and go breakfast and lunch options, fruit, tea/coffee, fantastic catered events and wellness activities throughout the year etc#LI-SC1#LI-Hybrid

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