Director, Customer Care

Major Duties

Classification : Exempt, Non-Bargaining

The Director of Customer Care is a dynamic leader responsible for driving operational excellence, fostering a customer-first culture, and building a high-performing call center organization. This role requires balancing day-to-day performance management with long-term strategic planning to ensure our teams deliver an exceptional customer experience in every interaction.

Responsibilities

• Operational Leadership

Own performance to goal across all call center teams, ensuring delivery on key metrics such as NPS, ASA, service levels, and FCR.

Serve as a champion for the customer, identifying and advancing opportunities to improve the customer journey.

Build leadership bench strength by developing manager and supervisors' coaching and performance management capabilities.

Provide guidance and recommendations to senior leadership on organizational structure, workforce planning, and long-term growth strategies.

Qualifications

Benefits Offered

We are proud to offer a comprehensive and competitive benefits package :

Salary

Pay range (commensurate with skills and experience) : $91,766 - $138,960

Equal Opportunity Employer

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.