The Director, Customer Care Business Development & Strategy sets the vision and roadmap for how Customer Care evolves its processes, technology, customer journeys, and digital tools. The role drives major transformation programs, evaluates new technologies (including GenAI and automation), and ensures all improvements align with business goals, compliance needs, and measurable performance outcomes.
This leader works across Operations, ICT, Legal, Data Privacy, and external partners to identify opportunities, build business cases, secure approvals, and guide initiatives from concept to full adoption.
Responsibilities Include:
- Lead strategy for Customer Care's business development, technology enablement, and customer journey improvements.
- Build and maintain a multi-year roadmap covering process, knowledge, technology, and digital transformation.
- Oversee enhancements across voice, chat, messaging, email, social, self-service, and GenAI-supported channels.
- Benchmark industry and OEM best practices to identify new capabilities and innovations.
- Develop business cases, financial plans, and executive presentations for major initiatives.
- Prioritize and govern process improvements, system changes, and customer journey optimization.
- Partner with ICT, Legal, Data Privacy, Operations, and suppliers to define requirements and deliver compliant, scalable solutions.
Basic Requirements
- Bachelor's degree, preferably in engineering or technical management field.
- A minimum of 8 years in Customer Care, CX, contact centers, business development, or transformation.
- Proven experience leading large-scale transformation across complex operational and technology environments.
- Ability to lead managers, cross-functional teams, SMEs, and supplier partners.
- Knowledge of platforms like Genesys, Salesforce, knowledge bases, telephony, digital messaging, and CRM ecosystems.
- Familiarity with GenAI, automation, predictive analytics, and omnichannel engagement.
- Strong business acumen-able to build strategic roadmaps, financial cases, and executive-level materials.
- Excellent communication, influence, program management, and change leadership skills.
- Highly organized, analytical, and able to manage multiple priorities.
- Proficiency in Microsoft Office and related business/CRM/telephony tools.
