Perk

Director of Customer Care Operations

Perk

full-time

Posted on:

Location Type: Hybrid

Location: Chicago • Illinois • 🇺🇸 United States

Visit company website
✨ AI Apply
Apply

Salary

💰 $151,000 - $178,000 per year

Job Level

Lead

About the role

  • Lead and scale the NAM Customer Care organisation of 400+ both in-house and outsourced professionals.
  • Set and achieve performance targets and financial outcomes across all service areas in NAM, directly influencing overall business performance and profitability.
  • Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.
  • Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the North America region, and ensure continuous improvement.
  • Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.
  • Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.
  • Oversee multiple initiatives impacting the North America region, while remaining hands-on, adaptable, and a trusted stakeholder across departments.
  • Own key regional KPIs and deliver measurable improvements in:
  • Customer Satisfaction (CSAT / NPS)
  • Service Level Agreements (SLA)
  • Churn
  • Employee Engagement & Retention
  • Operational Efficiency / Productivity

Requirements

  • 8-10+ years of experience leading large-scale Customer Care teams.
  • Proven success managing both in-house and outsourced operations.
  • Experience in technology-driven or high-growth environments (travel industry a strong plus).
  • Demonstrated ability to build and develop high-performing, customer-centric teams.
  • Strong process orientation and project management background.
  • Excellent communication skills (verbal and written) in English.
  • Data-driven and analytical, with a track record of using insights to drive improvements.
  • Hands-on leader with a proactive, pragmatic, and collaborative approach.
  • Experience with Zendesk or similar CX platforms preferred.
Benefits
  • Receive competitive compensation and equity ownership in Perk
  • Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
  • Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
  • Take control of your physical health with additional comprehensive benefit plans, covering dental, vision and Wellhub’s gym subscription from your start date
  • Rest assured that you’re covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
  • Plan for your future with our 401(k) plan with company matching contributions
  • Care for your furry friends through partner discounts on pet insurance
  • Join our unforgettable Perk events, including our spectacular annual summer party
  • Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
  • Focus on your family with 12-16 weeks’ paid parental leave
  • Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
  • Broaden your horizons with up to 20 "Work from Anywhere" days per year
  • Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
  • Let us help you move to one of our hubs with relocation support

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
customer care managementperformance targetskey performance indicatorsdata-driven decision makingproject managementoperational efficiencycustomer satisfactionservice level agreementsemployee engagementchurn reduction
Soft skills
leadershipcommunicationcollaborationproblem solvingmentoringadaptabilityaccountabilitycontinuous learningprocess orientationproactive approach