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
• Service operations and team leadership
• Quality, compliance, and voice of the client
• Retention, efficiency, and technology
• Cross-functional leadership

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.