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The differences between senior service managers and customer service directors can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 6-8 years to become a senior service manager, becoming a customer service director takes usually requires 4-6 years. Additionally, a customer service director has an average salary of $134,962, which is higher than the $129,065 average annual salary of a senior service manager.
The top three skills for a senior service manager include project management, client relationships and business development. The most important skills for a customer service director are customer satisfaction, customer support, and continuous improvement.
| Senior Service Manager | Customer Service Director | |
| Yearly salary | $129,065 | $134,962 |
| Hourly rate | $62.05 | $64.89 |
| Growth rate | 16% | 6% |
| Number of jobs | 200,790 | 158,016 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 69% |
| Average age | 47 | 47 |
| Years of experience | 8 | 6 |
Senior Service Managers are roles usually present in a Business Process Outsourcing (BPO) company or a shared service structure. They manage the service level agreement between their company and their clients. They oversee the employees who are expected to hit the targets and ensure that they would consistently meet these targets. Senior Service Managers are decision-makers. They make strategic decisions to ensure that the operations department runs smoothly and would be able to achieve its service level agreements with clients. Senior Service Managers also manage stakeholders. They create professional working relationships with clients, and they are expected to maintain and keep client accounts.
A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.
Senior service managers and customer service directors have different pay scales, as shown below.
| Senior Service Manager | Customer Service Director | |
| Average salary | $129,065 | $134,962 |
| Salary range | Between $92,000 And $179,000 | Between $94,000 And $191,000 |
| Highest paying City | San Francisco, CA | Olympia, WA |
| Highest paying state | California | Washington |
| Best paying company | NVIDIA | VMware |
| Best paying industry | Professional | Health Care |
There are a few differences between a senior service manager and a customer service director in terms of educational background:
| Senior Service Manager | Customer Service Director | |
| Most common degree | Bachelor's Degree, 68% | Bachelor's Degree, 69% |
| Most common major | Business | Business |
| Most common college | Carnegie Mellon University | California State University - Bakersfield |
Here are the differences between senior service managers' and customer service directors' demographics:
| Senior Service Manager | Customer Service Director | |
| Average age | 47 | 47 |
| Gender ratio | Male, 66.8% Female, 33.2% | Male, 55.0% Female, 45.0% |
| Race ratio | Black or African American, 6.7% Unknown, 5.2% Hispanic or Latino, 10.0% Asian, 12.6% White, 65.2% American Indian and Alaska Native, 0.2% | Black or African American, 9.6% Unknown, 4.8% Hispanic or Latino, 18.2% Asian, 5.9% White, 60.7% American Indian and Alaska Native, 0.7% |
| LGBT Percentage | 11% | 8% |