Senior Director of Customer Care

Job Summary

A company is looking for a Senior Director of Customer Care & Service Recovery.

Key Responsibilities

• Lead omni-channel support operations and drive performance across key metrics
• Transform service recovery processes to enhance customer loyalty and retention
• Manage vendor relationships and coordinate with third parties to optimize customer experiences

Required Qualifications

• Experience in high-volume customer support or loyalty programs
• Strong operational leadership skills with a focus on performance management
• Strategic understanding of customer segments and service model tailoring
• Proven success in managing cost efficiency and revenue-generating services
• Familiarity with contact center platforms and CRM systems