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.

Reports to: VP, Customer Care
Location: Remote – California

Position Overview:

Arlo is seeking a strategic and results-driven leader to join our Customer Care team as Director of Customer Care Operations. This role is ideal for a seasoned professional with a passion for delivering exceptional customer experiences, a deep understanding of omnichannel support environments, and a proven ability to scale complex global operations, drive measurable improvements in service delivery and managing costs as a core success metric. You will be responsible for overseeing global BPO partner performance, workforce management, and continuous improvement initiatives to ensure operational excellence and customer satisfaction.

As Arlo continues to innovate in the smart home space, this leader will play a mission-critical role in shaping the future of the customer support experience. By putting customers at the center of every decision, this role will ensure that Customer Care becomes a true brand differentiator—not just a support function. Through the strategic use of AI, automation, and data-driven insights, this leader will drive personalized, proactive, and seamless service experiences that build trust, loyalty, and long-term value for Arlo customers

Key Responsibilities:

• Team Leadership & Development
  Build, mentor, and inspire a high-performing customer care team. Foster a culture of accountability, innovation, and customer-centricity.

• Workforce Optimization
  Lead workforce management strategy, including capacity planning, forecasting, scheduling, and real-time monitoring. Leverage WFM tools to ensure optimal staffing and service level adherence across all channels. Monitor performance against KPIs and ensure efficient use of resources.

• BPO Partner Management
  Manage relationships with global BPO partners to ensure alignment with Arlo’s service standards and business goals. Conduct regular performance reviews and drive continuous improvement initiatives. Oversee strategic planning, budgeting, and forecasting.

• Operational Excellence & Process Improvement
  Identify opportunities to streamline operations and enhance service delivery. Implement data-driven improvements and track impact on key performance metrics.

• AI-Driven Operational Optimization & Training
  Lead the adoption and integration of AI technologies to enhance contact center performance—such as intelligent forecasting, real-time agent assist, and automated quality monitoring. Develop and implement training programs to ensure internal teams and BPO partners are equipped to effectively use AI tools and adapt to evolving technologies.

Qualifications:

• Bachelor’s degree in Business Administration, Operations, or a related field (master’s degree preferred).

• 10+ years of experience in customer care or operations management, proven track record of operating at a director level+ and managing a sizeble P&L required.

• Demonstrated success in managing large-scale contact center operations and BPO partnerships globally.

• Deep expertise in workforce management, including forecasting, scheduling, and real-time operations.

• Strong analytical skills with proficiency in tools such as Tableau, Power BI, or similar platforms.

• Excellent communication, leadership, and interpersonal skills.

• Experience with customer care platforms and CRM tools; consumer electronics industry experience is a plus.

Key Competencies:

• Leadership & Team Building
  Proven ability to lead cross-functional teams and drive a high-performance culture.

• Customer Experience & Technical Support
  Strong background in delivering exceptional customer service and technical support, ideally in a consumer electronics environment.