Senior Director of Customer Care

Job Summary

A company is looking for a Senior Director of Customer Care to lead multi-site operations and enhance customer experiences.

Key Responsibilities

• Lead multi-site call center operations across various communication channels
• Oversee the implementation and optimization of customer service platforms
• Direct workforce management to ensure effective forecasting and scheduling

Required Qualifications

• 10+ years of progressive call center leadership experience, with at least 5 years in a senior role
• Deep knowledge of IVR, VoIP, CRM, and workforce management platforms
• Strong track record of improving service metrics through technology and process innovation
• Bachelor's degree in Business, Operations, or related field required; MBA preferred
• Experience in hospitality, travel, or a multi-site service organization strongly preferred