- Company Name
- Hard Rock Digital
- Job Title
- Director - Customer Service
- Job Description
-
**Job title:** Director - Customer Service
**Role Summary:**
Lead the end‑to‑end customer service operations for a high‑volume digital gaming platform, building and scaling teams across the U.S. and Canada. Drive performance, regulatory compliance, and continuous improvement while serving as the senior escalation point for Canadian customers and shaping the service strategy through analytics and partnership.
**Expectations:**
- Deliver world‑class service levels, meeting or exceeding all KPI and quality targets.
- Scale and transform customer service teams from inception to high performance.
- Reduce cost per contact and boost first‑contact resolution while maintaining high CSAT.
- Embed responsible gambling practices and regulatory compliance into all processes.
- Foster a coaching‑driven culture that develops managers, supervisors, and agents.
- Translate operational insights into product and experience enhancements.
**Key Responsibilities:**
- Define and enforce KPIs, quality standards, performance management, and process compliance.
- Recruit, onboard, train, and develop managers, supervisors, and frontline agents.
- Build and maintain a leadership bench including succession planning and structured development.
- Manage workforce planning, forecasting, and budget execution.
- Partner with analytics, product, compliance, and other stakeholders to generate reports and inform strategy.
- Act as the senior escalation point for Canadian customers and voice of the client base.
- Lead initiatives for cost reduction, increased efficiency, and customer satisfaction.
- Cultivate a people‑first culture with continuous coaching, empowerment, and improvement cycles.
- Ensure adherence to responsible gambling and regional regulatory requirements.
**Required Skills:**
- Senior leadership experience in digital customer service or e‑commerce, preferably in fast‑growth, high‑volume environments.
- Proven expertise in the online gaming/iGaming industry (sportsbook, casino, or regulated markets).
- Strong operational leadership with a track record of scaling contact centers.
- Advanced coaching, mentorship, and team‑building capabilities.
- Analytical mindset with data‑driven decision making.
- Deep understanding of regulatory and responsible‑gaming frameworks.
- Excellent communication, stakeholder management, and cross‑functional collaboration.
**Required Education & Certifications:**
- Bachelor’s degree in Business, Management, or related field (or equivalent experience).
- Relevant certifications (e.g., Certified Contact Center Professional, CMI, or industry‑specific compliance credentials) are advantageous.