Executive Director of Client Care

Job Summary

Executive Director of Client Care is a full-time position responsible for leading and scaling a global support organization to enhance customer experiences across digital banking and service platforms.

Key Responsibilities

• Define and implement scalable support models and operational improvements to enhance customer satisfaction and retention
• Manage multi-tiered support teams, ensuring adherence to SLAs, KPIs, and effective escalation paths
• Drive operational transformation by identifying inefficiencies and introducing modern support practices and metrics

Required Qualifications

• BA/BS degree with 15+ years of experience in client-facing roles within technology, SaaS, fintech, or regulated environments
• At least 7+ years of experience leading managers in customer support or service delivery organizations
• Proven track record of creating and sustaining high-quality customer support experiences at scale
• Experience managing teams delivering contractual support services with defined SLAs and service agreements
• Strong leadership skills with a focus on developing and retaining high-performing customer support talent