Director, Service Management & Hotline Operations, Customer Support

The Director, Service Management & Hotline Operations, is responsible for driving excellence in customer support, service delivery, issue resolution, and escalation management across all business verticals. This role leads the Service Management function and provides oversight of the Hotline team to ensure a consistent, responsive, and high-quality customer support experience aligned with organizational goals.

The position focuses on improving the full customer issue lifecycle from first contact through resolution, escalation, communication, and long-term service follow-up. The Director will drive operational discipline, service performance, customer communication, continuous improvement, and cross-functional accountability to enhance customer satisfaction, protect uptime, and create long-term value.

Key Responsibilities