Job DescriptionWe are seeking an experienced and strategic leader to join our organization as
Director, Customer Care. In this role, you will lead the overall performance, execution, and evolution of the Customer Care function-ensuring a high-quality customer experience while driving operational efficiency, team development, and revenue influence outcomes.
You will oversee a team of Customer Care Managers and their respective teams, providing leadership across daily operations, performance management, workforce strategy, and continuous improvement initiatives. This role requires a balance of
strategic thinking, operational rigor, and strong people leadership to successfully execute in a high-volume, multi-channel environment. A successful candidate will demonstrate the ability to
translate strategy into execution, build high-performing teams, and continuously optimize processes to improve both customer and business outcomes.
ResponsibilitiesOrganizational Leadership & Strategy- Lead the Customer Care organization, ensuring alignment with company and departmental objectives
- Translate strategic priorities into executable operational plans across the team
- Define and evolve the operating model for a blended service, sales, and revenue-influencing function
- Partner with senior leadership (including VP-level) to set direction, priorities, and performance expectations
Operational Excellence & Performance Ownership- Own overall performance across critical KPIs, including:
- Customer Satisfaction (CSAT)
- First Contact Resolution (FCR)
- Service Quality (SQ)
- Average Speed of Answer (ASA)
- Abandon rates and backlog health
- Revenue quotas
- Ensure consistent execution of real-time operational management practices across teams
- Monitor trends, identify risks, and proactively adjust strategy to maintain service levels
- Oversee workforce planning, staffing models, and capacity alignment to meet demand
People Leadership & Team Development- Lead and develop Customer Care Managers, ensuring consistent leadership practices across the organization
- Establish clear performance expectations and accountability at all levels
- Drive a culture of coaching, development, and continuous improvement
- Ensure effective succession planning, talent development, and organizational scalability
- Promote a high-performance, engaged, and customer-focused team environment
Coaching & Quality Strategy- Partner with the Service Quality team to ensure effective SQ frameworks, calibration, and evaluation consistency
- Define quality standards and ensure they are consistently applied across teams
- Drive targeted coaching strategies to improve team performance in:
- Customer experience
- Technical accuracy
- Solution-oriented behaviors
- Monitor effectiveness of coaching programs and adjust as needed
Customer Experience & Continuous Improvement- Champion a consistent, high-quality customer experience across all interaction channels
- Use data and insights to identify systemic issues impacting customer satisfaction
- Lead cross-functional efforts to improve processes, tools, and workflows
- Drive initiatives to improve efficiency, reduce friction, and enhance overall service delivery
Revenue Influence Leadership (No Quotas)- Lead the integration of revenue-influencing behaviors into the Customer Care function
- Ensure teams effectively:
- Identify customer needs
- Recommend appropriate solutions
- Support expansion and retention opportunities
- Monitor revenue influence metrics and coach leaders on improving outcomes
- Maintain balance between customer experience and business growth objectives
Cross-Functional Collaboration- Partner with Sales, Product, Support, and other teams to address customer needs and improve outcomes
- Serve as a key stakeholder in initiatives related to customer experience, product feedback, and operational improvements
- Align cross-functional teams on priorities impacting customer success and service delivery
Administrative & Leadership Responsibilities- Oversee performance reporting, KPI tracking, and business reviews (weekly, monthly, quarterly)
- Provide regular updates and insights to senior leadership on team performance and trends
- Participate in budgeting, workforce planning, and compensation alignment
- Lead or contribute to strategic initiatives and organizational changes
Qualifications- Bachelor's degree or equivalent experience preferred
- 8+ years of experience in customer service, support, sales, or account management environments
- 4+ years of leadership experience managing managers or large teams
- Strong understanding of accounting principles (A/R) with work experience preferred
- Strong understanding of contact center operations and performance metrics (ASA, FCR, CSAT, SQ, etc.)
- Proven ability to lead large teams through change and transformation
- Demonstrated success in improving customer experience and operational efficiency
- Strong analytical skills with the ability to interpret data and drive decisions
- Excellent communication and executive presence
- Experience with CRM tools (e.g., Salesforce), workforce management systems, and SQ programs
- Experience working in a blended service + revenue environment preferred
Success Profile- Consistently delivers strong performance across team KPIs and operational metrics
- Builds and develops high-performing managers and teams
- Demonstrates strong command of both real-time operations and long-term strategy
- Drives measurable improvements in CSAT, FCR, efficiency, and service levels
- Successfully embeds revenue-influencing behaviors across the organization
- Creates alignment between customer experience, operational efficiency, and business outcomes
Role Scope & Structure- Leads the Customer Care organization, including multiple managers and their teams
- Responsible for performance across all service channels (phone, chat, email, etc.)
- Reports directly to the Vice President, Support Services
- Operates in a high-volume, customer-centric, and performance-driven environment
#LI-LM03
#LI-Hybrid
