divh2Customer Service Director/h2pThis is a position within Keller Executive Search and not with one of its clients. As the Customer Service Director in Baltimore, this senior role is accountable for shaping customer service strategy and delivering measurable outcomes across the business. The position partners closely with cross-functional leaders, drives operational excellence, and scales processes to support growth./ppstrongKey Responsibilities:/strong/pulliSet a clear multi-year strategy and translate it into quarterly plans with accountable metrics./liliLead teams with a focus on coaching, psychological safety, and high performance./liliElevate CSAT/NPS through service design, QA, and knowledge management./liliBuild data-driven operating rhythms, dashboards, and continuous-improvement loops./liliOwn budgets and vendor relationships; negotiate contracts that balance value, risk, and speed./liliDesign compliant processes aligned to local regulations and internal policies./liliPartner with Sales, Marketing, and People Operations to execute company priorities./liliRepresent the function to senior leadership; prepare crisp updates and decision memos./li/ul/div