Senior Director of Customer Care

Job Summary

Leading the strategy and transformation of Customer Care, the full-time Senior Director of Customer Care will manage a high-volume service environment, focusing on operational excellence, customer experience, and the integration of digital technologies while working remotely.

Key responsibilities

• Define and execute the Customer Care strategy and operating model to align with company growth and customer experience objectives
• Establish a customer-centered service strategy that enhances the customer journey through omnichannel experiences and self-service options
• Drive a multi-year transformation roadmap for Customer Care, incorporating technology, AI, and organizational design to improve service delivery and operational efficiency

Required qualifications

• 15+ years of experience in Customer Care or related service organizations with senior leadership accountability
• Bachelor's degree in a related field or equivalent combination of education and experience
• Proven success in defining and executing functional strategy while achieving strong operational performance
• Significant experience in operational transformation, technology modernization, and omnichannel service delivery
• Strong understanding of modern Customer Care technologies and capabilities, including CRM and analytics