Director, Customer Care Operations

About Arlo:

At Arlo, we're passionate about creating innovative and reliable solutions that help people protect what matters most to them. Our team is dedicated to delivering products that exceed our customers' expectations, while always pushing the boundaries of what's possible in the world of protection technology. We believe that everyone deserves to feel safe and secure, whether they're at home or away, and we're committed to providing our customers with the peace of mind they need to live their lives without worry. Arlo’s deep expertise in AI- and CV-powered analytics, cloud services, user experience, product design, and innovative wireless and RF connectivity enables the delivery of a seamless, smart security experience for Arlo users that is easy to set up and interact with every day.

The Position: Director, Customer Care Operations

Reports to: VP, Customer Care

Location: Remote, United States

Position Overview

Arlo is in search of a dynamic leader with extensive experience in customer care operations, a strong customer-centric mindset, and a proven track record of building, leading, and scaling top-tier omnichannel customer care teams in a rapidly growing environment. The Director of Customer Care Operations will oversee the global performance of customer care operations, including vendor management, process and resource optimization, strategic planning, budget oversight, and continuous improvement initiatives. This role is pivotal in leading the customer care operations team and call center partners to achieve exceptional customer satisfaction through outstanding service delivery. The Director will be responsible for crafting and executing strategic plans, programs, and processes that ensure a premium customer experience.

The Director of Customer Care Operations will drive improvements across several strategic pillars:

• Eliminate Contacts: Automate processes, reduce contact volume, and deliver proactive communication to customers.

• Reduce Effort: Identify and address agent-controllable root causes of repeat calls.

• Improve Satisfaction: Boost overall agent performance, knowledge, and empathy.

• Reduce Waste: Design efficient contact flows for high-volume issues, optimize agent and channel utilization, and streamline cycle times.

• Accelerate Loyalty: Perform ongoing root-cause analysis to enhance the call experience, enhance agent behaviors that lead to higher conversion and retention rates.

• Vendor Engagement: Align vendors with Arlo’s Customer Care vision and strategy.

• Optimize Cost: Refine the service operating model to achieve cost efficiencies and improve customer experience.

Key Responsibilities

Leadership and Management: Lead, mentor and develop a high performing customer care operations team. Foster a customer-centric culture within the team, ensuring high levels of customer satisfaction and loyalty.

Performance and KPI Management: Set performance goals and conduct regular evaluations with key stakeholders and partners. Serves as BPO relationship manager. Develop and monitor key performance indicators (KPIs) related to customer support, including FCR, contact rates, LTV, and customer retention rates. Implement strategies to improve FCR rates and enhance overall customer experience. Analyze performance data to identify trends, areas for improvement, and opportunities for optimization. Prepare and present detailed performance reports to senior management, highlighting key insights and recommendations.

Resource Planning, Forecasting, and Budgeting: Serve as the point person for planning, forecasting, and budgeting practices. Prepare and present reports on operational performance, budget adherence, and resource utilization. Develop action plans to drive operational improvements that translate into experience and cost improvements.

Process Improvement: Identify and implement process improvements to enhance efficiency and effectiveness of call center operations. Track and measure the impact of process improvements on key metrics, optimize and reduce process cycle times. Ensure a cost-conscious approach to operations while maintaining high-quality service delivery.

Facilitate Weekly/Monthly/Quarterly Business Reviews with support locations.  Prepare weekly or monthly internal operational updates for senior leadership meetings.

Requirements

• Bachelor’s degree in business administration, Management, or a related field (master’s preferred).

• 10+ years of experience in customer care or operations management, with at least 3 years in a le