Customer Service Director presso Culligan International / PurePlay

Job Title: Director, Customer Service

Division: Consumer Product, PurePlay (APEC)

Location: Hybrid - Rosemont, IL

Supervisor: Sr. Director, Brand Marketing

Description: The Director of Customer Service will lead and elevate the Customer Care function for our multi-brand eCommerce business, directing the team in alignment with the company’s strategies, initiatives, and operations. Partnering closely with the Sr. Director of Brand Marketing, this leader will play a key role in continuously improving the end-to-end consumer journey, embedding customer insights into business decisions, and driving long-term loyalty. The Director will also collaborate with Product, Sales, and Supply Chain teams to close feedback loops, proactively resolve recurring customer pain points, and equip frontline agents with the tools, training, and brand-aligned voice needed to deliver exceptional service.

Responsibilities:

• Strategic Leadership
  • Define the vision and roadmap for the Customer Service team in alignment with business growth, consumer expectations, and brand strategies.
  • Partner with Brand Marketing leadership to embed customer care as a critical part of the end-to-end consumer experience.
  • Lead the design and implementation of continuous improvement initiatives that reduce friction across the consumer journey.
  • Lead brand consolidation efforts within Customer Service operations to ensure consistent processes, tone, and experience across all brands.
• Customer Care Excellence
  • Oversee day-to-day operations of Customer Care across all channels
  • Establish and monitor KPIs dashboard around response time, resolution rate, CSAT/NPS, and agent productivity to ensure exceptional service standards.
  • Implement scalable systems, knowledge bases, and troubleshooting guides to support agents in delivering accurate, empathetic, and brand-consistent service.
• Training & Enablement
  • Equip agents with up-to-date training materials, product knowledge, escalation procedures, and communication guidelines.
  • Build a culture of coaching and professional development to continually elevate team capabilities.
• Service Technology and Innovation
  • Explore and implement emerging technologies, including AI-driven solutions, to enhance customer support efficiency and effectiveness.
  • Evaluate and integrate new platforms, tools, and resources into existing systems to improve service delivery.
  • Stay ahead of industry trends and proactively recommend technology enhancements that align with customer and business needs.
• Cross-Functional Collaboration
  • Work with Product and Quality teams to capture, analyze, and act on customer feedback, proactively addressing recurring issues.
  • Collaborate with Supply Chain to ensure fulfillment and returns processes meet customer expectations.
  • Partner with Technology/IT to implement service tools, CRM platforms, and automation that increase efficiency and customer satisfaction.
• Insights & Continuous Improvement
  • Leverage data and analytics to identify service trends, root causes of customer issues, and opportunities for improvement.
  • Share insights with leadership to inform marketing campaigns, product development, and operational decisions.
  • Drive the evolution of self-service tools, FAQs, and proactive communication strategies to reduce inbound contact and empower customers.

Required Qualifications: 

• Bachelor’s degree required.
• 10+ years of progressive leadership experience in Customer Service/Customer Experience, preferably in an eCommerce or consumer products industry.
• Proven track record of leading a large, high-volume, multi-channel customer service teams.
• Experience assistance with implementing and optimizing CRM, helpdesk, or contact center technologies (Zendesk, Gorgias, Salesforce Service Cloud, etc.).
• Demonstrated ability to design and track customer service KPIs and drive performance against them.
• Proven experience implementing new platforms, automation, or AI-driven tools in a customer service environment
• Strong understanding of sales enablement and experience driving upsell initiatives within service channels.
• Experience partnering cross-functional team to improve customer outcomes.
• Expertise in continuous improvement methodology and a passion for consumer-centric innovation.
• Exceptional communication, leadership, and change management skills.
• Direct experience in technical water filtration products strongly preferred.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies in this position; Customer-Centric Mindset, Strategic Thinking, Cross-Functional Collaboration, Operational Excellence, Data-Driven Decision Making, Change Leadership, People Leadership & Coaching, Communication & Influence, Problem Solving & Resolution, Adaptability & Resilience

About Us - The PurePlay business is a growing portfolio of purpose-driven water filtration brands and part of Culligan International, a private-equity held company based in Rosemont, Illinois.