Director, Customer Success and Service Transformation Join to apply for the Director, Customer Success and Service Transformation role at ACAMS . Who We Are

Ready to make your application Please do read through the description at least once before clicking on Apply. ACAMS is a leading international membership organization dedicated to providing opportunities for anti-financial crime (AFC) education, best practices, and peer-to-peer networking to AFC professionals globally. With over 100,000 members across 180 jurisdictions, ACAMS is committed to ending financial crime through knowledge-sharing, thought leadership, risk mitigation, ESG initiatives, and public-private dialogue platforms. The CAMS certification is the gold standard for AFC professionals, complemented by CGSS and CCAS certifications for sanctions and crypto space practitioners. ACAMS also has over 60 Chapters worldwide that support training and networking. Visit acams.org for more details. Opportunity at a Glance This is a hybrid role - candidates must reside within a reasonable commute to the DC office. Reporting to the Senior Director of Operations, the Director of Customer Success and Service Transformation will lead strategic initiatives to improve operational efficiency, transform customer success, and enhance service delivery, working closely with regional managers and cross-functional teams to achieve impactful outcomes and foster a culture of excellence and innovation. Key Responsibilities Customer Success and Service Transformation Design and implement strategies to enhance customer success and streamline service processes. Collaborate with customer success teams to improve customer satisfaction, loyalty, and retention. Lead service transformation efforts by integrating new tools, processes, and systems. Monitor customer metrics like NPS and retention, using data insights to refine strategies.

Strategic Planning and Execution Develop and execute strategic projects and initiatives aligned with organizational goals. Manage project plans, timelines, and budgets for successful delivery. Work with senior leadership to identify improvement opportunities.

Operational Leadership Provide leadership and mentorship to regional teams, promoting accountability and high performance. Establish and monitor KPIs to measure project and initiative success. Ensure operational scalability and efficiency across regions. Report regularly on project performance, risks, and recommendations. Champion change initiatives and develop training programs for new processes and tools.

Qualifications Bachelor’s degree in Business, Operations, or related; Master’s preferred. 10+ years in operations, customer success, or project management, with 5+ in leadership. Proven experience in customer success strategies and service transformation. Strong management of complex, multi-regional projects. Skills: Expertise in customer success, operational excellence, and transformation initiatives. Proficiency in project management methodologies like Agile, Lean, or Six Sigma. Excellent communication and stakeholder management skills. Analytical skills with tools like Power BI, Tableau, etc. Ability to work in a fast-paced environment with competing priorities. Technology: Experience with CRM platforms (e.g., Salesforce), service management tools, ERP systems, and project management software (e.g., Asana, Jira, MS Project). EEO Statement We are proud to be an EEO employer M/F/D/V. ACAMS values diversity and inclusion, encourages authentic expression, and maintains a drug-free workplace.

#J-18808-Ljbffr