Director, Customer Care

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.

• Operational Leadership
  • Own performance to goal across all call center teams, ensuring delivery on key metrics such as NPS, ASA, service levels, and FCR.
  • Continuously evaluate and optimize operations, including hours of operation, staffing structure, workflows, and resource allocation.
  • Ensure compliance with organizational policies, procedures, and performance standards.
• Customer Advocacy
  • Serve as a champion for the customer, identifying and advancing opportunities to improve the customer journey.
  • Partner with cross-functional teams to create an effortless experience across all customer touchpoints.
  • Leverage customer insights and data to recommend and implement improvements.
• People Development
  • Build leadership bench strength by developing manager and supervisors' coaching and performance management capabilities.
  • Establish and sustain a culture of accountability, collaboration, and recognition.
  • Lead initiatives for hiring, onboarding, training, and career growth of front-line team members.
• Strategic Impact
  • Provide guidance and recommendations to senior leadership on organizational structure, workforce planning, and long-term growth strategies.
  • Drive change by recognizing business trends and implementing proactive solutions.
  • Govern assigned budget areas and ensure financial goals are met.

• Bachelor's degree or equivalent experience with 10 years' related experience, including at least 5 years' managerial experience.
• 7+ years of progressive leadership experience in call center or customer service environments.
• Demonstrated success in leading teams to exceed operational goals and customer satisfaction targets.
• Strong experience in coaching, talent development, and building future leaders.
• Proven ability to balance tactical execution with strategic foresight.
• Exceptional communication, problem-solving, and relationship-building skills.
• High energy, adaptable, and motivated to thrive in a fast-paced, evolving environment.
• Familiarity leading with represented employee groups and labor relations is advantageous
• Up to 25% travel may be required

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

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

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

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.