Director of Customer Relations

Job Details

Description

If you’re ready to put your leadership superpowers to work, we have a mission that matters. As ASHA’s Director of Customer Relations, you’ll lead our Action Center team to make every interaction a win for our members, using the powers of accuracy, empathy, and follow-up that leaves them thinking, “Wow, they really care!”

Every Day You Will

• Coach and inspire a talented team, helping them level up their own skills and confidence.
• Fine-tune processes so our service is faster, smoother, and always member-focused.
• Team up with colleagues across ASHA to tackle challenges before they turn into villains in the member experience.
  
  

To succeed in this role, you’ll need the agility to navigate a high-volume environment, the vision to spot opportunities for improvement, and the calm under pressure that every great hero has. And while we work hard, we believe even superheroes need to laugh in the middle of a busy day. So if you can bring both your skills and your sense of humor, you’ll fit right in.

I. Purpose

The purpose of the Director of Customer Relations position is to lead and manage a team dedicated to delivering exceptional service and support to ASHA members across multiple channels. This role ensures daily operations run efficiently and that member interactions are handled with professionalism, accuracy, and care while providing direct coaching to the Action Center team.

II. Key Responsibilities

• Lead and mentor the customer relations team, providing coaching, guidance, and performance feedback.
• Oversee daily operations to ensure efficient, timely, and high-quality member support across phone, email, chat, and social media.
• Monitor team performance using key metrics and implement strategies to meet and exceed service levels.
• Collaborate with internal departments to resolve member issues and ensure accurate, consistent information is shared.
• Develop and refine standardized processes for handling member inquiries to improve consistency and efficiency.
• Manage staffing schedules and resource allocation to maintain service levels, especially during peak periods.
• Drive adoption of new technologies and tools, such as CRM systems and automation, to enhance the member experience.
• Provide regular reporting on team performance, operational trends, and member feedback to senior leadership.
• Ensure team members are well-trained in ASHA’s products, services, and programs to deliver informed support.
  
  

IV. Autonomy & Decision Making

The Director of Customer Relations operates with a high degree of autonomy in managing daily team operations, staff performance, and service delivery. While guided by the Senior Director of Customer Service, the Director has authority to make decisions related to staffing, coaching, process improvements, and issue resolution to ensure efficient and effective member support.

Qualifications

V. Qualifications & Skills

Knowledge Typically Acquired Through

• Minimum of five years of experience in customer service or customer relations, with at least three years in a leadership or management role.
• Proven experience managing daily operations in a high-volume customer service environment.
• Bachelor’s degree preferred.
  
  

Skills

• Proficiency with customer service tools and CRM systems for tracking, managing, and reporting on member interactions.
• Strong analytical skills to monitor performance metrics and identify areas for operational improvement.
• Excellent leadership, coaching, and team development abilities to foster a high-performing and engaged team.
• Outstanding communication and interpersonal skills to effectively resolve member concerns and collaborate across departments.
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
  
  

VI. Universal Expectations of ASHA Staff

At ASHA, we believe in working together to make well-informed decisions that will advance the association and the discipline of human communication sciences and disorders; teamwork is vital to achieving our mission, vision, and maximizing impact. As committed stewards of the organization, we care deeply about our professions, members, and staff, and building a strong and welcoming community. We strive to ensure that everyone's voice is heard and valued. We are dedicated to helping each other grow and innovate by encouraging open communication and continual learning. Our focus is on delivering excellent service and value to members, advancing equity, and promoting diversity, inclusion, and the power of science and research.

VII. Equal Employment Opportunity (EEO)

ASHA is an equal opportunity employer. As such, it is ASHA’s policy to provide equal opportunity to all qualified applicants and employees without regard for race, sex (including pregnancy and gender identity), national origin, religion, marital status, disability, veteran status, age, sexual orientation or LGBT status, genetic information, citizenship, or any other factor protected by applicable federal, state, or local laws and ASHA's Bylaws. This policy applies to recruiting, hiring, transfer, promotion, compensation and benefits, upward mobility, training and development, access to facilities, termination, and other personnel actions.

VIII. Disclaimer

This job description reflects the primary responsibilities of the job but is not a detailed description of all duties which may be required of someone in the position. All ASHA staff are expected to take on additional responsibilities from time to time and to help their colleagues.