Director, Customer Success and Service Transformation

Who We Are

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 the mission of ending financial crime through the provision of anti-money laundering/counterterrorism-financing and sanctions knowledge-sharing, thought leadership, risk-mitigation services, ESG initiatives, and platforms for public-private dialogue. The association’s CAMS certification is the gold- standard qualification for AFC professionals, while its CGSS and CCAS certifications are for sanctions professionals and AFC practitioners working in the crypto space, respectively. ACAMS’ 60+ Chapters globally further amplify the association’s mission through training and networking initiatives. Visit acams.org for more information.

Opportunity at a Glance

This is a hybrid role - must permanently reside within reasonable commute to DC office. 

Reporting to the Senior Director of Operations, the Director of Customer Success and Service Transformation is a critical role responsible for driving strategic initiatives that enhance operational efficiency, transform customer success and service delivery, and align with the organization’s broader goals. This role involves close collaboration with regional Service Operations managers, ACAMS contact center and cross-functional stakeholders to deliver impactful outcomes and foster a culture of excellence and innovation.  

Key Responsibilities

1. Customer Success and Service Transformation
1. Design and implement strategies to enhance customer success and streamline service delivery processes.
2. Collaborate with customer success teams to address customer journey challenges and improve satisfaction, loyalty, and retention.
3. Lead service transformation efforts, integrating new tools, processes, and systems to elevate service quality and operational responsiveness.
4. Monitor key customer metrics like NPS (Net Promoter Score) and customer retention, leveraging data insights to refine strategies and ensure success.
2. Strategic Planning and Execution
1. Develop and execute strategic operational projects, customer success programs, and service transformation initiatives that align with the organization’s vision and priorities.
2. Manage project plans, timelines, and budgets to ensure successful and timely delivery of initiatives.
3. Collaborate with the Senior Director of Operations to identify and prioritize strategic opportunities for improvement and growth.
3. Operational leadership
1. Provide leadership and mentorship to regional operations managers and customer success teams, driving a culture of accountability and high performance.
2. Establish and track performance metrics and KPIs to measure the success of projects, customer success initiatives, and service transformation efforts. Monitor the success of operational, customer success, and service transformation projects to ensure sustained impact.
3. Ensure consistency, scalability, and efficiency in operational and customer success processes across regions. Provide regular updates to the Senior Director of Operations and senior leadership, including detailed reports on project performance, risks, and recommendations.
4. Champion change initiatives, fostering buy-in and engagement from all organizational levels.
5. Develop and deliver training programs to ensure teams are equipped with the knowledge and skills to adopt new processes and tools.

Qualifications

1. Education: Bachelor’s degree in business administration, Operations, or a related field. A Master’s degree is preferred.
2. Experience:
1. 10+ years of experience in operations, customer success, or project management, with 5+ years in a leadership role.
2. Proven experience driving customer success strategies and transforming service delivery models.
3. Strong track record of managing complex, multi-regional operational and customer-focused projects.
3. Skills:
1. Expertise in customer success strategies, operational excellence, and service transformation initiatives.
2. Strong project management skills with proficiency in methodologies like Agile, Lean, or Six Sigma.
3. Exceptional communication and stakeholder management abilities, with the ability to influence at all levels.
4. Analytical mindset with expertise in tools like Power BI, Tableau, or similar reporting platforms.
5. Ability to thrive in a fast-paced, dynamic environment with competing priorities.
4. Technology: Proficiency in CRM platforms (e.g., Salesforce), service management tools, ERP systems, and project management software (e.g., Asana, Jira, or MS Project).

EEO

We are proud to be an EEO employer M/F/D/V. At ACAMS, we welcome everyone and have a strong commitment towards diversity and inclusion. We encourage our Colleagues to be their true authentic selves and support laws that prohibit discrimination everywhere we do business. We also maintain a drug-free workplace.