Company Summary:
At Young Innovations, we foster a dynamic environment where team members make an impact every day as part of a collaborative, inclusive culture. Together, we serve the dental profession and their patients, united in our mission of achieving a Lifetime of Oral Health™.
We embrace diverse perspectives and encourage bold thinking, challenging traditional approaches with a bias for action. Whether you’re looking to expand your skills or grow your career, Young is here to support your goals and continuous learning. At Young, YOU are at the core of what we do.
Position Overview:
Young Innovations is looking for a National Director, Customer Service to build, standardize and lead our customer service function across multiple business units. The ideal candidate is a hands-on leader who can balance centralized standards with the flexibility to support diverse brands, product lines and markets.
- Ensure consistent service quality, efficient operations and a unified customer experience strategy while respecting the unique needs and customer profiles of each individual business.
- Give executive leadership visibility into customer service performance across the entire portfolio and unit by unit, and decide what should be centralized as shared services and what should stay decentralized.
You’ll like this role if:
- You are a hands-on leader who balances centralized standards with local autonomy
- You have a clear bias for action and a sense of urgency in a fast-paced, entrepreneurially minded organization
- You enjoy influencing leaders who are not your direct reports
- You are excited to use technology, including Artificial Intelligence, to modernize how customers are served
Why You’ll Love Working Here:
- Medium sized company – not too big, not too small – just enough to get things done and see your impact.
- Did we say benefits? Full medical, dental, vision, 401k, parental leave, paid holidays, paid time off, short & long term disability insurance, employee assistance program, and more!
- Build and lead a unified customer service function across Young's multiple business units, including initiatives that use Artificial Intelligence to modernize current systems and drive efficiencies.
Who you’ll work with:
- Reports directly to the Chief Commercial Officer (CCO)
- Partners closely with Marketing, Product Management, Sales and Commercial Excellence
- Works with each business unit's leadership (GMs, VPs or Presidents) to align customer service priorities with business goals
What You’ll Do:
- Strategy & Standardization
- Develop and implement a unified customer service strategy, service level standards, and quality benchmarks across Young
- Create scalable, repeatable processes and playbooks that can be adapted across Young and respect our unique customer base and product/service offering
- Establish consistent KPIs (CSAT, NPS, first-contact resolution, average handle time, etc.) while allowing for business-unit-specific targets where appropriate
- Identify opportunities to centralize shared services versus what should remain decentralized
- Operations & Technology
- Oversee selection, implementation, and optimization of customer service technology (CRM, ticketing systems, phone/chat platforms) across Young, prioritizing integration and data visibility
- Standardize training programs, onboarding, and quality assurance processes across business units
- Build reporting dashboards that give executive leadership visibility into performance across the entire portfolio, as well as unit-by-unit breakdowns
- Lead initiatives to implement and modernize current systems leveraging Artificial Intelligence to drive efficiencies
- Manage budgets across multiple cost centers/business units
- Leadership & Cross-Functional Strategy
- Recruit, lead, and develop customer service managers and teams across Young
- Build a cohesive leadership structure and reporting hierarchy that spans multiple locations/brands
- Foster a consistent culture of service excellence while respecting individual identity
- Manage staffing models, scheduling, and workforce planning across units to optimize coverage and cost
- Partner with each business unit's leadership (GMs, VPs, or Presidents) to align customer service priorities with business goals
- Act as an escalation point for high-priority or complex customer issues across the portfolio
- Report on customer service performance, trends, and risks to executive leadership
- Lead change management efforts when integrating new business units, acquisitions, or process changes
- Related Duties
- Stay abreast of industry, market, and competitive landscape changes that may impact the business, and develop plans to capitalize on opportunities.
- Other duties as assigned
