In PersonOn-site presence in Irvine, California is required.
About the job
Requirements
At least 15 years of experience in customer service, client experience, or contact-center leadership, including executive- or vice-president-level ownership of multi-site or multi-channel operations.
A proven record of building or transforming a service organization through standards, quality, workforce planning, and manager capability.
Experience owning both client outcomes and the profit-and-loss or operating metrics of a function, including service levels, cost-to-serve, and retention.
Experience in a regulated or high-stakes consumer environment such as financial services, tax, healthcare, insurance, utilities, or a similar field where documentation, disclosures, and complaint handling matter.
Ability to brief a chief executive officer, de-escalate a high-profile client issue, and partner across Sales, Operations, Legal, and Finance.
Data fluency using customer satisfaction, Net Promoter Score, customer effort score, quality scores, average handle time, first-contact resolution, occupancy, and retention data to set priorities.
Responsibilities
Define the service promise, journey standards, service-level agreements, and escalation paths from onboarding through case resolution and post-resolution support.
Translate client needs, regulatory requirements, and commercial priorities into an annual service plan, budget, and staffing model.
Advise the chief executive officer and leadership team on service risk, capacity, complaint trends, and investments that protect reputation and retention.
Lead customer service, client relations, quality, training, and related post-sale teams, and set structure, capacity, and playbooks for high-, mid-, and technology-touch service.
Build managers who coach to quality rather than speed, and own hiring standards, career paths, and performance management for the function.
Own service recovery for high-risk and high-visibility cases and ensure root-cause fixes rather than only case-by-case firefighting.
Establish quality programs, call and interaction monitoring, knowledge management, and closed-loop complaint handling.
Partner with Legal and Compliance so scripts, disclosures, documentation, and handling of sensitive client information meet regulatory and firm standards.
Build a voice-of-client system using customer satisfaction, Net Promoter Score, customer effort score, complaint themes, churn, and cancellation reasons, and bring that data into product, process, and leadership decisions.
Drive retention and client lifetime value through clearer communication, fewer handoffs, faster resolution, and proactive outreach on at-risk accounts.
Reduce cost-to-serve through improved first-contact resolution, self-service, workforce management, and intelligent automation without lowering the standard of care.
Own or co-own the service technology stack, including phone or contact-center-as-a-service, customer relationship management and ticketing, quality assurance, knowledge base, and workforce tools, as well as the roadmap for artificial-intelligence-assisted service.
Align the Sales-to-Service handoff so clients receive a consistent message from the initial promise through delivery.
Work with Operations and case-production teams so service commitments match operational reality.
Represent the client in executive discussions on policy, pricing, capacity, and process change.
Desired Qualifications
Background in tax resolution, debt relief, consumer finance, or professional services involving high-emotion client conversations.
Experience establishing or modernizing contact-center-as-a-service, customer relationship management, quality assurance, and knowledge platforms, with practical use of artificial intelligence in service.
Master of Business Administration or equivalent operating experience.
Chief Customer Service Officer
Location: Irvine, CA
Department: Executive
Compensation: $220,000–$250,000 base + performance bonus
About the Role
The Chief Customer Service Officer (CCSO) is the executive owner of the client experience after engagement. This leader designs and runs the operating system that turns a signed client into a well-served, retained, and referring client—across phone, digital, and in-person touchpoints.
This is not a call-center manager title. The CCSO sits at the executive table as the voice of the client, is accountable for service quality and client outcomes, and partners with Sales, Operations, Compliance, and Finance so the experience is consistent, compliant, and commercially sound.
What You Will Own
Client experience strategy and service standards
Define the service promise, journey standards, SLAs, and escalation paths from onboarding through case resolution and post-resolution support.
Translate client needs, regulatory requirements, and commercial priorities into a clear annual service plan, budget, and staffing model.
Advise the CEO and leadership team on service risk, capacity, complaint trends, and investments that protect reputation and retention.
Service operations and team leadership
Lead customer service, client relations, quality, training, and related post-sale teams; set structure, capacity, and playbooks for high-, mid-, and tech-touch service.
Build managers who coach to quality, not just speed; own hiring standards, career paths, and performance management for the function.
Own service recovery for high-risk and high-visibility cases; ensure root-cause fixes, not only case-by-case firefighting.
Quality, compliance, and voice of the client
Establish quality programs, call/interaction monitoring, knowledge management, and closed-loop complaint handling.
Partner with Legal and Compliance so scripts, disclosures, documentation, and handling of sensitive client information meet regulatory and firm standards.
Build a practical voice-of-client system (CSAT/NPS/CES, complaint themes, churn and cancellation reasons) and bring that data into product, process, and leadership decisions.
Retention, efficiency, and technology
Drive retention and client lifetime value through clearer communication, fewer handoffs, faster resolution, and proactive outreach on at-risk accounts.
Reduce cost-to-serve through better first-contact resolution, self-service, workforce management, and intelligent automation—without lowering the standard of care.
Own or co-own the service tech stack (phone/CCaaS, CRM/ticketing, QA, knowledge base, workforce tools) and the roadmap for AI-assisted service.
Cross-functional leadership
Align the Sales-to-Service handoff so clients hear one story from the first promise through delivery.
Work with Operations and case-production teams so service commitments match operational reality.
Represent the client in executive discussions on policy, pricing, capacity, and process change.
What Success Looks Like
Measurable improvement in client satisfaction, first-contact resolution, and time-to-resolution.
Lower avoidable churn, cancellations, and complaint volume; clearer root-cause action on remaining issues.
Service levels held during volume spikes without sacrificing quality or compliance.
A leadership bench and operating cadence the CEO can trust without daily intervention.
A documented, scalable service model that new sites, channels, or products can plug into.
Qualifications
Required
15+ years in customer service, client experience, or contact-center leadership, including executive or VP-level ownership of multi-site or multi-channel operations.
Proven record of building or transforming a service organization: standards, quality, workforce planning, and manager capability.
Comfort owning both the client outcome and the P&L/operating metrics of the function (service levels, cost-to-serve, retention).
Experience in a regulated or high-stakes consumer environment (financial services, tax, healthcare, insurance, utilities, or similar) where documentation, disclosures, and complaint handling matter.
Strong executive presence: can brief a CEO, de-escalate a high-profile client issue, and partner across Sales, Ops, Legal, and Finance.
Data fluency: uses CSAT/NPS, quality scores, AHT/FCR, occupancy, and retention data to set priorities.
Preferred
Background in tax resolution, debt relief, consumer finance, or professional services with high-emotion client conversations.
Experience standing up or modernizing CCaaS, CRM, QA, and knowledge platforms; practical use of AI in service.
MBA or equivalent operating experience a plus.
Leadership Profile
Calm under volume and under scrutiny.
Direct, fair, and specific with managers; coaches to evidence.
Protects the client and the firm at the same time. Service quality and compliance are not a trade-off.
Compensation & Logistics
Competitive executive base, bonus tied to service quality and operating performance.
On-site presence in Irvine, CA.
We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law. is an Equal Opportunity Employer. We value diversity and encourage all qualified individuals to apply.