Associate Director of Customer Relations (Remote)

Title: Associate Director of Customer Relations

Classification: Exempt

Position Type: Full-Time

Reports to: Chief Operating Officer

Department: Candidate and Member Relations

Location: Remote

Position Overview

The Associate Director of Customer Relations enhances exceptional Candidate and Member experiences through effective execution, cross-functional collaboration and operational excellence.  This role supports strategic initiatives by translating customer insights into actionable improvements, optimizing service delivery, and fostering a culture of continuous improvement that strengthens customer relationships and drives retention.

Duties and Responsibilities:

Customer Engagement & Experience 

• Support voice-of-the-customer initiatives and translate insights into improvements.
• Promote a customer-centric mindset across all touchpoints.
• Contribute to the execution of customer engagement strategies that foster emotional connection and loyalty.
• Collaborate with marketing and engagement teams to implement personalized service approaches across customer segments and journey stages.

Service Delivery & Operational Strategy

• Coordinate with the Programs team to ensure seamless global high-stakes exam delivery aligned with organizational goals.  
• Execute cost-optimization initiatives, including pop-up test centers and seat capacity planning. 
• Collaborate on digital curriculum and badge delivery to ensure excellence.
• Recommend and implement customer-centric process improvements across digital and physical operations. 

Cross-Functional Advocacy & Leadership

• Work with global teams to support integrated, customer-focused exam experiences.
• Use data insights to advocate for service consistency to reduce friction.
• Apply Lean methodologies to enhance service efficiency and consistency.
• Contribute to the design and execution of feedback loops and loyalty building initiatives.
• Support customer success programs that help drive retention and advocacy.

Operational Excellence and Process Management 

• Maintain and update SOPs to ensure operational consistency.  
• Oversee registration related projects and timelines.
• Collaborate with IT on automation and self-service enhancements.  
• Serve as key member of the Misconduct Committee.

Team Development & Culture 

• Lead and develop a high-performance team (currently 3 direct reports) through coaching and engagement.
• Align team goals with customer success outcomes.
• Promote cross-functional collaboration and support succession planning.
• Partner with marketing to guide persona-specific strategies and ensure stakeholder alignment. 

Qualifications:

• Bachelor's degree in business, Operations Management, or related field.
• 5+ years progressive customer service experience with 3+ years in management.
• Demonstrated experience with operational excellence (Lean, Six Sigma, or similar).
• Strong project management and analytical skills.
• Proficiency in CRM, workforce management, and analytics platforms.
• Proven ability to lead teams and drive customer-focused outcomes.

Preferred Qualifications:

• Certification in customer experience management (CCXP) or operational excellence.
• Experience with digital transformation and omnichannel service delivery.
• Background in management and organizational development.
• Expertise in predictive analytics and customer intelligence platforms.

Success Profile: The ideal candidate is a collaborative leader who thrives in dynamic environments, demonstrates strong commitment to customer success, and has a proven ability to translate strategic vision into operational reality. They possess both analytical rigor, tactical leadership, and emotional intelligence to build engaging customer relationships and drive measurable improvements.