Job Summary:The Director, Customer Care is a newly created role within Elovate. This leader will own post-issuance customer operations end-to-end - including customer service, Help Desk, correspondence, court packages, and customer success. The Director will consolidate contact center operations in El Paso, build the infrastructure for long-term customer referenceability, and drive continuous improvement and scalable service delivery.
Job Description:ResponsibilitiesHelp Desk Standup- Lead the design, staffing, and launch of Elovate's 24×7 Help Desk
- Define Tier I and Tier II support scope, escalation paths, and SLA targets.
- Hire and onboard the Help Desk Supervisor and build the team to operationalize round-the-clock support.
Customer Operations Leadership- Own post-issuance customer operations end-to-end: customer service, Help Desk, correspondence, court packages, and customer success.
- Lead the consolidation of customer service operations into the El Paso contact center, reducing dispersed operations and improving throughput.
- Establish clear performance metrics for customer operations, including CSAT, SLA adherence, escalation rates, and ticket resolution times.
- Serve as the senior escalation point for complex, sensitive, or unresolved customer and client contacts.
Team Leadership & Development- Directly manage the Customer Care Supervisors, Help Desk Supervisor and Contact Center Supervisor.
- Set individual and team performance goals aligned with departmental SLAs and organizational objectives.
- Partner with HR on hiring, onboarding, performance management, and employee relations matters.
- Build a culture of accountability, quality, and continuous improvement across Customer Care and Help Desk functions.
- Identify high-potential team members and create development pathways to support internal growth.
Continuous Improvement & Scalability- Shift focus from exception handling and daily execution to process optimization, automation opportunities, and capacity planning.
- Develop a scalable operating model that supports new program onboarding without requiring structural redesign.
- Partner with Processing and Post-Issuance leadership to reduce unnecessary handoffs, improve throughput, and increase accountability.
- Contribute to LD reduction targets by improving expiry management and service responsiveness under centralized operations.
Reporting & Stakeholder Communication- Produce regular operational reports and performance summaries for the VP of Operations and senior leadership.
- Communicate proactively with Program Management, Field Service, and client-facing stakeholders on Customer Care and Help Desk performance.
- Surface operational risks, staffing concerns, or SLA threats early and propose solutions.
- Build feedback loops between Customer Care and Product/R&D to surface systemic issues impacting customer satisfaction.
Requirements- 7+ years of experience in customer operations, contact center leadership, or service delivery management.
- Demonstrated experience standing up or scaling a Help Desk or customer support function, including hiring, tooling, and SLA design.
- Track record of leading through organizational change - restructuring teams, realigning spans of control, and centralizing distributed operations.
- Strong analytical skills with ability to define, track, and improve operational KPIs.
- Experience partnering cross-functionally with Program Management, Operations, and Product/R&D.
- Excellent communication and interpersonal skills; comfortable presenting to senior leadership and engaging with external clients.
- Proficient with contact center platforms, CRM tools, ticketing systems, and Microsoft Office Suite.
- Travel 20%
Nice to Haves- Experience in ATE (automated traffic enforcement), government technology, or similarly regulated or contracted service environments.
- Experience managing geographically distributed or centralized contact center operations across multiple programs or geographies.
- Familiarity with citation management systems or payment processing platforms.
- Background in process automation or continuous improvement methodologies (Lean, Six Sigma, ITIL, or equivalent).
AI & TechnologyElovate actively embraces AI tools to improve operations, service delivery, and team performance. Directors are expected to lead adoption within their functions.
- Evaluate and implement AI-assisted tools that support contact center operations, workforce management, quality monitoring, and Help Desk performance.
- Champion AI adoption within the team - identifying opportunities where AI can reduce manual effort, improve response quality, or enhance the customer experience.
- Use AI-powered analytics and dashboards to monitor performance trends, surface coaching opportunities, and make data-driven operational decisions.
- Establish and communicate team standards for responsible AI use, including when AI outputs must be reviewed or verified by a human before action is taken.
Worker Type:Regular
Number of Openings Available:1
