Director, Customer Care

Purpose of this Position: The Director of Customer Care is responsible for ensuring exceptional and effective delivery of software support to McLeod customers. The Director will develop metrics, policies and processes that promote exceptional customer support on a day-to-day basis. This position will be responsible for managing direct reports (managers) as well as overseeing the success of Core Support Teams.

 

Essential Duties and Responsibilities include the following. Other duties may be assigned. 

• Sets the strategic vision for the department by developing and implementing policies and procedures that facilitate exceptional service.
• Provides direct supervision for managers of Core Support Teams.
• Monitors and ensures a high level of performance in regard to delivering customer service.
• Works directly with customers to resolve complex escalations ensuring optimal satisfaction.
• Provides essential coaching, feedback, and direction to direct reports and other staff as needed.
• Monitors and identifies process improvements, deficiencies, and opportunities for improvement.
• Approves time for direct reports.
• Works cross-functionally to facilitate collaboration with other teams.
• Coordinates necessary training for Core Support Teams to increase knowledge, redundancy and provide continual growth.
• Clearly communicates best practices, processes, and expectations.
• Capacity planning to ensure proper staffing needs are met.
• Actively participates in management meetings as required.
• Evaluates performance of the team and implements measures to continually improve service.
• Completes annual performance reviews for direct reports.
• Prepares, monitors and provides analytics on team/individual performance.
• Attends and fulfills assigned duties at the McLeod User’s Conference.
• Other duties as assigned.

 

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

 

Education/Experience:

Bachelor's degree from four-year college or university; or five to seven years of related experience and/or training; or equivalent combination of education and experience.  Proven successful experience in management role required.  Technical software background preferred.

 

Supervisory Responsibilities:

Position includes supervisory responsibilities in accordance with the organization's policies and applicable laws.

 

About Us 

Since 1985, McLeod Software has provided powerful transportation management and trucking software solutions to the trucking industry. These solutions, developed entirely by our company, are comprehensive and support integration with a broad array of complimentary logistics products. 

We are the leader when it comes to software for trucking dispatch operations management, freight brokerage management, fleet management, document imaging, workflow, EDI, and business process automation solutions for trucking, freight brokerage, third party logistics, and shipper companies in the United States. 

With an established base of more than 1,200 active customers throughout North America, McLeod Software is dedicated solely to the transportation industry. This focus means we have a deep understanding of the needs and intricate details involved in carrier, broker, and freight management businesses of all types.  

Participation in the trucking and brokerage industry is extremely important to McLeod Software. We have always believed that we benefit beyond our investment from our active participation in the industry's most important organizations. In addition to national organizations like the ATA, TCA, TIA, AFTC, NTTC, and NPTC we belong to and participate in over 20 state and regional organizations.