Senior Director, Consumer & Customer Service

Job Description: • Partner with senior DTC and Professional leadership to set the customer service vision and strategy to deliver best-in-class support for consumers, healthcare professionals, and other key customers. • Lead and develop a high-performing service organization across order management, account support, and customer success, fostering a culture of accountability, and continuous improvement with efficiency and effectiveness as a key outcome. • Build scalable workflows to enhance efficiency, accuracy, and customer satisfaction while preparing the team for continued growth. • Partner cross-functionally with Operations, IT, Sales, Supply Chain, and Marketing to resolve issues, optimize order fulfillment and deliver the company’s goals for service. • Establish clear KPIs and reporting that measure service performance (response times, order accuracy, first-contact resolution, OTIF, etc.) and provide insights to the Executive Team. • Implement structured training and development programs to strengthen product knowledge, systems expertise, and leadership capability within the team. • Drive root-cause analysis and corrective actions for service or order issues, ensuring sustainable improvements and customer trust. • Champion the voice of the customer, representing feedback and insights that inform product, process, and technology decisions across Thorne. Requirements: • 10+ years of progressive experience in customer service, customer success, or operations roles, ideally in consumer goods, wellness, or healthcare industries. • Proven leadership of multi-channel service organizations (consumer + B2B), including management of teams of 10+ employees. • Strong analytical and systems orientation; experienced with CRM, ERP, and order management tools; comfortable using data to drive decisions. • Demonstrated success in improving service metrics and implementing scalable processes and technologies. • Exceptional communication and collaboration skills, with the ability to influence cross-functional stakeholders and present at the executive level. • Bachelor’s degree required; advanced degree preferred. Benefits: • 100% company-paid medical, dental, and vision insurance coverage for employees • Company-paid short- and long-term disability insurance • Company-paid life insurance • 401k plan with employer matching contributions up to 4% • Gym membership reimbursement • Monthly allowance of Thorne supplements • Paid time off, volunteer time off and holiday leave • Training, professional development, and career growth opportunities Apply tot his job