Director, Customer Service

About the role

Cencora is looking for a Director, Customer Service who directs the enterprise customer service strategy to deliver predictable outcomes across Service Level Agreements, quality and cost-to-serve. The role oversees omnichannel operations, tooling and analytics to improve first-contact resolution, cycle times and customer satisfaction at scale, and drives policy, standards and controls for regulatory, contractual and privacy compliance. It also covers the operating model, budgets, capacity plans and talent strategy.

Key responsibilities

• Direct the multi-year customer service strategy and operating model to meet SLAs, CSAT/NPS, first-contact resolution, average handle time, utilization and quality targets.
• Oversee nationwide or global omnichannel operations and platforms to standardize processes, reduce variability and scale best practices.
• Drive policy, procedure and control governance so that processes are audit-ready against regulatory, contractual and privacy requirements.
• Oversee financial management, including budgets, forecasts, vendor spend and cost-to-serve optimization with clear ROI accountability.
• Lead transformation initiatives covering self-service, automation, AI/analytics and knowledge management.
• Oversee enterprise incident, escalation and risk management to protect continuity and restore service within defined thresholds.
• Direct workforce strategy, performance management, succession planning and talent decisions to build capacity and capability.

Required profile

• Bachelor's degree in business administration, operations management, information systems or a related field; Master's degree preferred.
• 10+ years of experience in customer service operations, contact center management or a related field.
• 5+ years of experience in a management capacity.
• Preferred certifications: ITIL 4 Managing Professional, Customer Operations Performance Center, Customer Experience Operations Leader, PMP or PRINCE2.