Customer Service Strategy and AI Manager

SUMMARY

We are seeking a department leader to oversee and organize key functions within Customer Service operations. This role is responsible for managing the U.S.-based Customer Service team, including staff performance, service level agreements, quality standards, revenue, and expenses. The position will also lead AI initiatives across the department to improve efficiency and service delivery, play a major role in workforce management through forecasting volume, revenue, and expenses, and support the successful onboarding of new clients. Ideal candidates will bring strong operational leadership, customer service management experience, analytical skills, and a focus on process improvement.

Essential Functions

• Maintains confidentiality of CDS Global and its clients’ proprietary information.
• Directs, plans, coordinates, and organizes major functions of one or more departments, with primary leadership responsibility for the U.S.-based Customer Service operation.
• Manages Customer Service staff, service level agreements, quality expectations, revenue, and expenses to ensure operational effectiveness and client satisfaction.
• Establishes and monitors short- and long-range goals and objectives based on company strategy, client needs, and industry direction.
• Develops, implements, and/or revises department procedures, budgets, workforce planning practices, and client care protocols.
• Leads and supports AI initiatives across the Customer Service department to improve service delivery, operational efficiency, and business outcomes.
• Oversee workforce management tools and processes, including forecasting customer contact volume, staffing needs, revenue, and expenses.
• Maximizes departmental resources to enhance division effectiveness and efficiency within CDS Global.
• Maintains regular communication with clients, management, and staff, including supporting the onboarding of new clients and ensuring smooth operational transitions.
• Consults, trains, and/or conduct presentations of pertinent information to management, clients, and staff.
• Establishes and maintains effective communication with other CDS Global business units.
• Communicates department objectives, performance expectations, and strategic priorities to staff.
• Organizes, administers, or authorizes major department functions including, but not limited to, personnel changes, career development, disciplinary actions, transfers, promotions, compensation, leaves of absence, and CDS Global policy administration.
• Authorizes departmental expenditures within pre-approved budgetary guidelines.
• Advises and consults with others on complex matters requiring application of legal, financial, technical, operational, and management principles.
• Continually learn and apply new information in a fast-paced, dynamic environment.
• Organizes tasks and resources to complete work and meet deadlines according to established departmental procedures.
• Interacts in a cooperative and professional manner with all levels of employees, clients, and vendors in a team-oriented environment.
• Follows all CDS Global ergonomic and safety policies.
  
   

Additional Duties and Responsibilities

• Travels occasionally when required or requested.
• May work extended hours as required or requested.
• Perform additional duties as required or requested.

EDUCATION AND/OR CERTIFICATION, SKILLS AND LICSENING

• Bachelor’s Degree in Business, Management or related field, or comparable work experience.
• Five or more year’s experience in industry related field or management; preference for CDS Global work experience.
• Above average PC knowledge/skills.
• Excellent written, verbal and presentation skills.
• Demonstrated knowledge and/or experience generating business options, visualizing possibilities and formulating new approaches.
• Demonstrated research and troubleshooting skills.
• Proven successful leadership experience.
• Demonstrated knowledge of annual work planning and budgeting, and capability of leading staff through same process.
• If required to travel, has access to transportation requiring a valid driver’s license and proof of safe driving record.
   

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be a complete list of all responsibilities, duties and skills required of personnel assigned to this job.

Accepting applications with resume through Monday, May 25. 

Hybrid:  #LI-Hybrid
Onsite:  #LI-Onsite
Remote: #LI-Remote (State of Iowa Only)

Post Offer, Pre-employment background check(s) conducted on qualified candidates.
Post-offer, pre-employment drug/health screening(s) required for some positions.
Equal Opportunity Employer - Veterans/Disabled
 

What you can expect when you join CDS Global:

• Full time benefit eligible employees’ reimbursement up to $750 per month for qualified expenses relating to Child and Dependent Care

• Our competitive benefit packages include two options for our Medical Health Plans: High Deductible and Traditional.  We also offer comprehensive Dental and Vision plans. 

• In addition, we offer generous PTO, Holiday Pay, Basic/Voluntary Life and Accidental Death and Dismemberment insurance, Short & Long Term Disability, Wellness and Tuition Reimbursement Programs. 

• Our 401(k)-retirement saving plan allows you to start contributing immediately to your retirement account. 

• CDS Global will provide eligible employees with paid parental leave for new parents. 

We strive to create an environment that brings the power of diversity to life.

At CDS Global, our mission, vision, and values aren’t just statements on a wall — they guide everything we do, and we’re proud to share them with every potential team member:

MISSION

Create positive outcomes by inspiring employee growth, empowering client success, and delivering innovative solutions for all those we serve.

VISION

Be recognized as the trusted world leader in intelligent solutions, seamlessly elevating relationships and empowering those we serve to achieve their boldest endeavors.

VALUES

Integrity: We uphold honesty, transparency, and accountability in all we do.

Innovative: We embrace bold thinking and leverage technology to fuel growth, progress, and solutions.

Excellence: We pursue world-class quality and continuous improvement in everything we do.

Collaborative: We harness the power of teamwork, leveraging diverse perspectives to create smarter solutions.

Curiosity: We seek knowledge, challenge ideas, and explore new possibilities.

Compassionate: We lead with empathy, respect, and a commitment to making a positive impact on everyone we serve. 

Job Recruitment Scams Warning

It has been brought to our attention that there have been instances of fraudulent job offers, purporting to be from Hearst and/or its affiliates. These messages have been offering fraudulent employment opportunities to applicants and often asking for sensitive personal and financial information.

Please note that these communications are fraudulent. They do not originate from Hearst or any brands owned by Hearst nor are they associated with the Hearst recruitment process.

• Hearst (or any of the organizations that recruit on our behalf) will never ask for any money or payments from applicants, at any point in the recruitment process.
• All individuals who are successful in gaining an offer of employment from Hearst, whether directly or indirectly, are always required to go through a formal recruitment process, which will always involve a virtual or in person meeting with a Hearst employee or representative.

The FTC has issued helpful guidance about these types of scams at https://consumer.ftc.gov/consumer-alerts/2021/04/dont-let-job-scams-block-your-path-forward.