Director, Customer CareWhat your day-to-day will look like:- Lead and develop a high-performing Customer Care team by establishing clear expectations, coaching employees, and promoting a culture of accountability and engagement.
- Oversee workflow management, resource allocation, and service performance to ensure customer commitments are met and operational goals are achieved.
- Utilize service management KPIs and operational metrics to monitor performance, balance workloads, and drive continuous improvement initiatives.
- Support the development and execution of service management processes that improve customer satisfaction, responsiveness, and overall service quality.
- Build and maintain strong customer and vendor relationships, serving as a key escalation point and participating in customer meetings and onsite visits as needed.
- Analyze operational performance trends and identify opportunities for process improvements, training initiatives, and system enhancements.
- Manage workforce planning and staffing for a 24/7 operation, ensuring appropriate coverage during peak business periods, holidays, and customer month-end and quarter-end close activities.
- Partner with cross-functional teams to support business objectives, operational excellence, and customer growth opportunities.
What you'll need to excel:At a minimum, you'll need:- Bachelor's degree or equivalent related work or military experience.
- 7+ years of customer service, customer care, operations, supply chain, or logistics leadership experience.
- 3+ years of people leadership experience managing high-performing teams.
- Experience managing service levels, operational performance metrics, and customer escalations.
- Strong analytical and problem-solving skills with the ability to leverage data to drive business decisions.
- Excellent communication, interpersonal, and relationship-building skills.
- Proven ability to lead cross-functional initiatives and drive operational improvements.
- Proficiency with Microsoft Office applications, including Excel, PowerPoint, and Outlook.
It'd be great if you also have:- Experience within transportation, logistics, supply chain, or freight operations.
- Experience leading customer care, contact center, customer success, or service operations teams in a 24/7 environment.
- Knowledge of customer service performance metrics, workforce planning, and service management best practices.
- Experience with CRM, case management, reporting, and business intelligence platforms.
- Demonstrated success implementing process improvements, automation initiatives, and operational efficiency programs.
- Experience managing customer-facing teams supporting enterprise-level customers.
In this role, you'll be supported by a passionate team motivated by fast-paced innovation and the desire to deliver for customers. We're a company where you can continually advance your career, no matter your background - the opportunities are endless and yours for the taking. If you're driven and looking for a place to grow, come join us.
Massive Benefits - Health, dental and vision insurance
- 401(k) with company match
- Life insurance, disability
- Employee Assistance Program (EAP)
- Tuition reimbursement program
Our Culture We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely, and build strong relationships. We welcome everyone regardless of background, identity, or ability.
Why Join Us: Our Benefits - Comprehensive medical, dental, and vision plans
- 401(k) retirement plan with up to 5% company match
- Pre-tax accounts to help streamline eligible expenses
- Company-paid disability and life insurance
- Employee Assistance Program (EAP)
- Career and Leadership Development Programs
- Paid time off, company holidays, and volunteer days
Our CultureOur values are the key to our unique culture and our ability to deliver for everyone we serve.
We do great things when we are inclusive and work together. To perform with excellence, we learn from one another, value diverse perspectives, operate safely and build strong relationships.
The Next StepReady to join our team? We'd love to hear from you. Fill out an application now and join our talent community to learn about future opportunities.
