Berkshire Hathaway

Director, Customer Care

Berkshire Hathaway • $164K — $205K *
East Taunton, MA 02718In-Person
Retail & Consumer Goods
8 - 10 years of experience
Today
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Job Overview by Ladders

Qualifications

  • Bachelor's degree in business, operations, technology, or related field; MBA valued but not required.
  • 8+ years of experience in customer experience, digital commerce, or management consulting.
  • Proven track record in leading a large service organization and implementing complex transformations.
  • Experience preferred in retail, e-commerce, or omnichannel consumer businesses.
  • Fluency in modern customer-care technologies including CRM, CCaaS, and AI solutions.
  • Strong analytical, financial, and executive communication skills.

Responsibilities

  • Lead and shape the strategy for the Customer Care function, managing teams and setting performance expectations.
  • Oversee service quality across customer touchpoints, ensuring operational readiness for high-demand periods.
  • Analyze customer data to address issues and enhance processes.
  • Manage the customer-care technology roadmap, including AI and automation initiatives.
  • Develop and maintain relationships with strategic service partners and oversee customer protection programs.
  • Coach and develop leadership within the customer-care team to foster a high-performance culture.

Benefits

  • Opportunity to lead a transformation in customer care with a technology focus.
  • Work in a supportive culture that values customer service excellence.
  • Engage with modern customer care technologies and solutions.
  • Develop management skills and leadership depth in a growing organization.
  • Make a measurable impact on customer satisfaction and operational efficiency.
Full Job Description
Jordan's is creating an exciting new opportunity for a Director of Customer Care to elevate our operation into a scalable, technology-enabled model, based out of our Taunton, MA contact center. This leader will shape how we support customers across every touchpoint, turning data and technology into a more consistent, more responsive customer experience that delivers measurable business value. At Jordan's, we believe great service should feel as comfortable and memorable as the perfect sofa: thoughtful, welcoming, and built to last.

What You'll do:
  • Lead the Customer Care function through a team of managers and supervisors, setting strategy, annual priorities, budgets, and performance expectations.
  • Own service quality for issues and resolution across the omnichannel journey (ordering support, payments, pickup, delivery, returns, store-to-digital handoffs) and ensure operational readiness for peak periods and escalations, tracked through a balanced scorecard of customer, financial, operational, and people metrics.
  • Turn customer contacts, complaints, and behavioral data into root-cause fixes across products, policies, and processes.
  • Own the customer-care technology and AI roadmap: service CRM/CCaaS modernization, conversational AI, agent assist, automation. This includes business cases and responsible-AI governance (accuracy, privacy, security, human oversight).
  • Manage strategic service partners and customer protection programs, including performance and program economics.
  • Develop the function's leadership layers: coaching and growing managers and supervisors, building bench strength and succession depth, and fostering an inclusive, high-performance team culture.


The impact you'll make:
  • Customer experience: material, sustained improvement in customer satisfaction (CSAT/NPS) and reduction in customer effort.
  • Resolution performance: higher first-contact resolution, reduced average time to resolution, and fewer repeat contacts.
  • Digital & AI adoption: increased self-service adoption and containment, with a demonstrable reduction in cost-to-serve tied to technology investment.
  • Organization & vendor performance: improved service quality and employee engagement within the Customer Care organization, and vendor/partner performance against contracted standards.
  • Productivity & cost: sustained productivity gains and disciplined cost-to-serve management across the service organization.


Who you are:
  • Bachelor's degree preferably in business, operations, technology, engineering, analytics, or a related field, or an equivalent combination of education and experience; MBA or another relevant advanced degree valued, but not required.
  • 8+ years of progressive experience across customer experience, customer care, digital commerce, operations, product operations, corporate strategy, business transformation, or management consulting.
  • Demonstrated success leading a scaled service organization through managers and delivering complex transformation from strategy and business case through implementation, adoption, and measurable results.
  • Experience in a scaled retail, e-commerce, marketplace, or omnichannel consumer business strongly preferred.
  • Fluency in modern customer-care capabilities, including CRM, CCaaS, omnichannel service, self-service, automation, analytics, and AI-enabled service solutions.
  • Strong analytical problem-solving, financial acumen, executive communication, and ability to influence across a complex matrixed organization.
  • Prior enterprise-transformation, management-consulting, or corporate-strategy experience is valued, particularly when paired with meaningful operating, implementation, team, budget, or vendor responsibility.


Pay Range: $164,000 to $205,000 per year. We share our pay range because transparency matters. This reflects what we reasonably expect to pay for this role based on experience and performance.

About Berkshire Hathaway

Duracell is the market leader in the professional channel. Our products provide innovative solutions in many facets for businesses, from emergency preparedness to increased productivity. Find out more about the history of our brand, get answers to frequently asked professional questions, and catch up on the latest news below.

Berkshire Hathaway Careers

Join the esteemed ranks of Berkshire Hathaway, a global leader known for its commitment to innovation, leadership, and professional excellence. At Berkshire Hathaway, we offer more than just job opportunities; we provide a platform for growth, learning, and significant career advancement.

Work You’ll Do

Embark on a career journey with Berkshire Hathaway, where we prioritize your professional development and personal growth. Our diverse team of experts is dedicated to fostering an environment of innovation and leadership, making us a powerhouse in various industries.

Explore a World of Opportunities

Whether you're seeking an internship, full-time employment, or leadership roles, Berkshire Hathaway has a position that will leverage your skills and ignite your passion. Our team is continuously growing, and we are always on the lookout for curious, driven, and creative individuals who are ready to lead and innovate.

Innovate and Lead

At Berkshire Hathaway, every team member is empowered to contribute to our culture of innovation. With a vast array of resources and a network of global professionals, our employees are equipped to drive change and lead industries forward.

Benefits and Culture

Choosing a career at Berkshire Hathaway means opting for a life of enriching experiences. We offer competitive benefits designed to support the health, well-being, and financial security of our employees and their families. Our inclusive culture encourages diversity and aims to create a welcoming environment for all team members.

Develop Your Skills Through Unmatched Training

We believe in nurturing talent through comprehensive training and development programs. From leadership workshops to skills training sessions, our employees receive the guidance necessary to excel. Our commitment to professional growth ensures that every employee has the opportunity to reach their full potential.

Join Our Team

Ready to take the next step in your career? Explore the job opportunities at Berkshire Hathaway by searching our open positions that match your skills and interests. We are hiring across various disciplines and look forward to seeing how your expertise and ambitions align with our goals.

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At Berkshire Hathaway, networking and mentorship are key components of our employment strategy. Engage with leaders and peers through our professional networking events and gain insights that can help propel your career forward.

Interview and Resume Tips

Prepare for your future with Berkshire Hathaway by accessing our resources on successful interview techniques and effective resume writing. Our recruitment team is dedicated to helping you showcase your best self and secure a position that fits your career aspirations. Join Berkshire Hathaway today and be part of a team that values diversity, innovation, and leadership. Let us help you build a fulfilling career that aligns with your professional goals and personal values.
Learn more about Berkshire Hathaway
Market Cap
$673.2 billion
Industry
Business Services
Net Income
$42.5 billion
Founded
1839
Revenue
$245.5 billion
NASDAQ
BRK.A
* Ladders Estimates

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