Director, Customer Care Job Description

Director, Customer Care Job Description

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Director, customer care provides clinical and workflow management oversight direction for design, development, testing and implementation of software applications used to support Clinical Operations.

Director, Customer Care Duties & Responsibilities

To write an effective director, customer care job description, begin by listing detailed duties, responsibilities and expectations. We have included director, customer care job description templates that you can modify and use.

Sample responsibilities for this position include:

Continuously up-to-date with market and industry trends
Provide leadership to US Sales & Customer Care team, ensuring they are inspired, engaged and motivated
Build effective and collaborative relationships with key stakeholders Brand Managing Directors, Operations managers and Sales and Marketing Directors and financial accounting
Clearly communicate the vision, strategy and objectives of the team
Overall responsibility for the US Sales and Customer Care team, ensuring delivery of business objectives and KPIs
Strategically plan for longer term business needs relating to seasonal peaks, growth, new initiatives and business launches
Responsible for ensuring a consistent approach across global Sales and Customer Care teams
Recruit and retain high quality employees to ensure we achieve objectives, developing retention plans, including incentive and commission schemes
In response to business needs, customer feedback (VOC) and industry best practice identify effective solutions that will continuously enhance the service to ensure maximum customer experience and sales
Deliver significant operational and scale efficiencies whilst also focusing on quality and sales

Director, Customer Care Qualifications

Qualifications for a job description may include education, certification, and experience.

Education for Director, Customer Care

Typically a job would require a certain level of education.

Employers hiring for the director, customer care job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Master's Degree in Business, MBA, Education, Management, Engineering, Computer Science, Leadership, Human Resources, Marketing, Organizational Behavior

Skills for Director, Customer Care

Desired skills for director, customer care include:

Call center software programs
Diagnostic clinical laboratory testing
Direct clinical laboratory testing
Various complaint management
Applications of customer service transactions
Competitors
Industry trends
Infrastructure
Latest technologies for customer service operations
Microsoft Word

Desired experience for director, customer care includes:

Responsible for developing and implementing new business initiatives
Responsible for US Sales & Customer Care budgets
Providing a point of escalation for Sales & Customer Care Managers
Bachelors Degree and 6+ years managing functional multi-layer organization
Define and monitor key metrics for measuring product success
More than 15 years of relevant industry experience with increasing responsibility and demonstrated aptitude to quickly learn and lead new businesses

Director, Customer Care Examples

1

Director, Customer Care Job Description

Job Description Example
Our company is looking to fill the role of director, customer care. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director, customer care
  • Cultivate a professional and fun team environment that rewards top performers, promotes growth and attract talent
  • Develop strategic and operational plans for the contact center, managing execution and measuring results
  • Identify opportunities to enhance efficiency and maintain industry best service levels
  • Define KPIs and reports to ensure customer satisfaction goals are achieved
  • Create and maintain data driven workforce management systems that optimize resource utilization
  • Establish best practices and quality assurance audits to ensure exceptional customer experience
  • Build and continuously improve new hire training and employee development programs
  • Leads the talent development and performance management of reporting staff, while identifying and developing top-potential individuals who can fill the succession planning needs of the company in the future
  • Drive the design, implementation and optimization of the Care metrics structure to align strategically with the business, establishing and maintaining a link between metrics performance and Care business performance
  • Own and drive betterment in customer service levels in inbound and outbound monitoring services
Qualifications for director, customer care
  • Ability to support multiple projects, with proven leadership success over a wide variety of functional business problems
  • Experience in and appreciation for modern development methodologies such as Agile and Lean
  • Ability to understand the link between product, services and technology solutions
  • Bachelor Degree in business required
  • Call center management experience experience with large multi-site operations, multiple call types, and complex product set required
  • Must have experience managing large call centers required
2

Director, Customer Care Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of director, customer care. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director, customer care
  • Assist with appropriate planning, forecasting and analytics to improve business processes
  • Builds the formal frameworks and methodologies for approaching major strategic issues both leveraging existing resources and creating new innovative concepts across the Company for area of expertise
  • Counsels key stakeholders on areas of expertise
  • Ensures growth and optimization of consumer awareness, market share and/or specified initiatives
  • Directs teams accountable for daily operations
  • Own cross-functional process and reporting management for all of customer care
  • Business ownership over technology stack decisions and implementation
  • Creation and management of Customer Care operational metrics and reporting for internal and external needs
  • Leadership around financials and cost containment
  • Directly building, managing and leading a team focused and aligned on delivering world-class system capabilities that drive broader business strategies
Qualifications for director, customer care
  • Take an active role in the deep diagnostics of existing processes, procedures and tools with key stakeholders in driving the Sales of RGU’s and RPU, improving our Save rate
  • Advisor Programs
  • 12+ years of experience managing and maintaining technology programs for a customer care organization
  • 5+ years of experience leading leaders – strong leadership competencies and people development skills
  • Strong big-picture understanding of the customer care industry including customer behavioral trends, operational requirements, and technologies & innovations
  • MBA or advanced degree in relevant area of study preferred
3

Director, Customer Care Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of director, customer care. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for director, customer care
  • Coordinating across 20+ external partners to ensure alignment of capabilities and release cycles
  • Leading application development and support vendor identification, evaluation, and selection to staff project delivery roles that meet delivery standards across quality, throughput, and budgetaryeturn-on-investment goals
  • Own direct accountability for overall project/program delivery of your capability teams and vendors ensuring the successful execution and delivery of projects that meet scope, timing, and cost goals
  • Collaborating with capability and enterprise architects security professionals to leverage enterprise standards and to drive our application portfolios toward a simpler, more streamlined and secure set of platforms
  • Partner with the IT Operations team in the delivery of overall operational stability of the applications supporting the business group and driving continued focus on operational excellence and cost optimization
  • Partnering with enterprise architects to deliver technical innovations and progressing these ideas from concepts to experiments to scaled models with focus on flexibility, reuse, and overarching extensibility
  • Role model BBY leadership expectations by living our values, leading the team, setting direction and driving results
  • Identify, motivate, inspire and mentor team members to become business category experts to drive solutions for business/customer concerns
  • Continuously drive improvements in process and practices, and make game-changing recommendations
  • Support leader in creating a company-wide culture of customer success
Qualifications for director, customer care
  • Proven program portfolio management and resource management skills developed from deep experience
  • Experience and or certification with COPC, PMI, PMO, Six Sigma, Agile Scrum
  • Excellent verbal and written communication skills with the ability to use influence to achieve results and drive shared success
  • Strong presentation skills – ability to quickly and clearly relay a story told by data through visual representation
  • Ability to maintain composure and delivery in a fast paced and ever changing environment
  • 5-7 years customer service experience with proven e-commerce success
4

Director, Customer Care Job Description

Job Description Example
Our company is looking to fill the role of director, customer care. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for director, customer care
  • Keep current with emerging technology applications and business trends
  • Establish customer experience benchmarks across key areas of customer interaction, implement any additional metrics required to understand performance and provide ongoing reporting
  • Identify and prioritize opportunities to improve and enhance the customer experience through voice of customer feedback, defect identification and elimination, customer monitoring and direct customer outreach
  • Serve as the leading voice of the customer and act as a customer experience advocate in proposing and evaluating decisions
  • Continue to make improvements across the dimensions of people, process and technology with the goal of improving the customer experience and impacting key business metrics
  • Support Experience Managers with the day-to-day management of our partners
  • Anticipate cross functional ECC impacts and share insights internally and across the enterprise
  • Use business analytics and intelligence to provide insight to all relevant stakeholders to create and drive change to improve the customer experience, drive productivity and build customer loyalty
  • Develop, monitor and track business performance against goals for assigned product lines or geographical areas
  • Work with 3rd party BPO partners to deliver strong customer satisfaction (e.g., NPS) and business results, holding those partners accountable for their performance
Qualifications for director, customer care
  • Contact center start-up and management experience a must
  • Experience with phone, email and chat channels
  • Working knowledge of CRM, workforce management, schedule optimization and telecom systems
  • Exceptional leadership, interpersonal and analytical skills
  • Strong mentoring, coaching and written and oral communication skills
  • Potential for travel in 2016
5

Director, Customer Care Job Description

Job Description Example
Our innovative and growing company is looking for a director, customer care. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for director, customer care
  • Setting a clear vision and goals for the store to achieve targeted performance in all areas of Customer Care
  • Lead the IT Customer Care Solutions team to provide high quality technical and operational solutions for the Sales and Customer Care teams, providing leadership through the ongoing recommendations of solutions and enhancements that will improve and advance these areas of the business
  • Lead a team of Business Analysts, Solution Architects and System Analysts to oversee the selection, development or customization and implementation of systems through process mapping and detailed requirements gathering and solution design, and providing technical and operational expertise within the CRM space using applications such as Microsoft Dynamics and/or Salesforce
  • Develop and foster strategic relationships with internal and external business partners to align IT and business strategies and develop business system roadmaps that meet department and corporate goals
  • Develop a strong understanding of the technical and operational needs of these teams to work with them to implement well designed or selected solutions
  • Guide the development of staff members, including setting objectives, developing and mentoring team members, providing for succession planning and creating internal skill redundancies
  • Deliver world-class customer care through a set of channels including operations, call center, web, etc
  • Ensure customer intimacy is maintained in all customer care activities
  • Responsible for leading a global organization of customer care employees
  • Develop and deliver on the transformation plan for GCC
Qualifications for director, customer care
  • Must have a working knowledge of syndicated data sources, , ACNielsen, IRI, Household Panel, RSi, Target Shopper Insights Tool
  • Bachelor’s Degree in Supply Chain, Transportation/Logistics or similar is required, together with deep experience within CLS, Logistics/Supply Chain experience in areas of order fulfillment, order to cash process, customer service, distribution, transportation, import/export, inventory control, warehouse design, network planning, and materials handling, accompanied by extensive Management expertise
  • Able to motivate and mobilize others
  • Bachelor’s Degree with 15+ years of directly related experience required
  • Develops corporate and/or organizational policies and authorizes the implementation of these policies
  • Assesses, identifies and evaluates fundamental issues, providing strategy and direction for major functional areas

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