Customer Service Director at Sienna Charles

Operations Manager Role

Source: remoteok

About the Role

Sienna Charles, a premier luxury lifestyle company featured in Forbes, is seeking a hands-on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high-touch luxury client experience.

Key Responsibilities

Customer Service Leadership

• Lead and coach the CS team day-to-day and ensure high-touch, accurate client support.
• Handle escalations directly and resolve issues quickly.
• Audit service quality and correct gaps immediately.
• Update and enforce SOPs so the team operates consistently at a high standard.

Operational Execution

• Translate the CEO’s vision into clear plans and own their execution.
• Build new processes, checklists, and workflows that scale as the business grows.
• Identify breakdowns or inefficiencies and fix them fast.
• Maintain dashboards, KPIs, and weekly operational rhythms.

Process Improvement and Automation

• Streamline operations using Monday.com, Zendesk, Guru, and automation tools.
• Create tools, templates, and automations that eliminate manual work and reduce errors.
• Continuously refine systems to increase speed, clarity, and accuracy.

Problem Solving and Escalation Management

• Act as the first point of escalation for operational and client issues.
• Troubleshoot and resolve problems hands-on rather than pushing them to others.
• Ensure nothing slows down the team or affects the client experience.

Technology Oversight

• Manage day-to-day use of internal systems and coordinate with developers when updates are needed.
• Ensure tech tools support clarity, efficiency, and reliable service delivery.

Who You Are

• You have a builder mindset and improve broken systems rather than simply managing them.
• You are service-driven and care deeply about accuracy, tone, and client experience.
• You move quickly while maintaining strong attention to detail.
• You communicate clearly and keep leadership and the team aligned.
• You have high ownership and never wait for someone else to fix problems.

Requirements

• 3 plus years leading customer service or operations in a high-touch environment.
• Experience improving SOPs, systems, and workflows.
• Comfort using Monday.com, Ticketing Systems or other CS Tools, Guru, Google Workspace, and automations.
• Proven ability to run a CS team and execute projects from idea to completion.
• Availability in EST timezone, 8am to 5pm, with some flexibility on weekends.

Why Join Us

This is a high-impact role where you will build the systems that power a luxury brand. You will work closely with the CEO, lead a small CS team, and own the operational foundation that enables the company to scale.