Director, Customer Care

We 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.

Organizational 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, produ