Director of Customer Care
$150,000–$200,000 year
On-sitePlano, Texas, United States
Job Summary
Develop and execute the global Customer Care strategy, partnering with Sales and Marketing to define offerings that drive growth. Lead Customer Care teams across North America, Europe, Africa, and Asia, overseeing implementation, technical support, training, communications, managed services, and quality assurance. Monitor customer feedback to continuously improve service delivery, manage escalations, and serve as a trusted advisor to senior stakeholders. Define and track KPIs to measure service effectiveness, manage budgets and forecasts, and provide input into the company's strategic plan and annual operating budget. Attract, retain, and develop top talent while fostering a culture of innovation and accountability.
Required Qualifications
- Must be a US Citizen
- Minimum 10 years of leadership experience in global customer service or support
- Proven success managing large, matrixed teams across multiple geographies
- Strong understanding of ITIL frameworks and customer care operating models
- Experience working with government clients (e.g., Public Safety, Defense)
- Expertise in quality assurance, testing, and validation processes
- Demonstrated ability to lead through ambiguity, drive results, and influence outcomes
- Excellent communication skills in English and French
- Bachelor's degree required
Desired Qualifications
- ideally within SaaS, HaaS, or e-commerce environments
- MBA or equivalent preferred
- Certifications in Six Sigma, ITIL, Agile, or PMP
- additional languages are a plus
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