Director of Customer Service

Role Description This full-time remote role for Director of Customer Service at Hospital Español de Veracruz (HEV) is responsible for leading the overall customer service strategy and operations. The Director oversees day-to-day service delivery, sets performance standards, and ensures that patient and family interactions are handled with empathy, accuracy, and efficiency. This role includes managing and coaching customer service teams, monitoring service metrics, and implementing improvements to support high-quality patient experiences. The Director collaborates with clinical and administrative leaders to resolve escalated issues, streamline communication channels, and align customer service practices with organizational goals. Additional responsibilities include developing policies, creating training programs, and reporting on service performance and customer feedback to senior leadership.

Qualifications

Demonstrated expertise in Customer Service Management and Customer Service to oversee service operations and resolve complex issues effectively. Proven ability to drive Customer Satisfaction and enhance Customer Experience through data-driven improvements and patient-centered initiatives. Strong Team Management skills, including leading diverse teams, providing coaching and feedback, and fostering a collaborative, inclusive work environment. Experience in setting service KPIs, analyzing performance metrics, and using CRM or contact center tools to monitor and improve service quality. Excellent communication, conflict resolution, and problem-solving skills, with the ability to handle escalations and sensitive situations professionally. Background in healthcare, hospital, or service-intensive environments is highly beneficial. Bachelor’s degree in Business, Healthcare Administration, Communications, or a related field; advanced degree or relevant certifications are a plus. Ability to work effectively in a remote setting, manage cross-functional stakeholders, and adapt to changing priorities and technologies.