Customer Care Director

Job Summary

Providing strategic and operational leadership, the full-time salaried Customer Care Director will manage a high-volume, multi-functional customer care operation remotely, overseeing teams focused on customer service, retention, and support while ensuring alignment with brand standards and driving continuous improvement in customer experience.

Key responsibilities:

• Lead a multi-layered Customer Care organization, ensuring seamless delivery across customer-facing and back-office servicing functions
• Build and develop a strong leadership team, focusing on succession planning and managerial capability enhancement
• Drive modernization of customer care tools and processes to improve efficiency and enhance the quality of customer interactions

Required qualifications:

• Bachelor's degree in business, marketing, or a related area
• 8-10 years of experience leading Solutions Center operations
• Proven expertise in building and sustaining high-performing leadership teams
• Experience in defining and implementing customer experience standards across multi-channel environments
• Strong analytical skills with a solid understanding of P&L performance factors