Director of Customer Care
Sundays
full-time
Posted on:
Location: Ohio • 🇺🇸 United States
Visit company websiteJob Level
Lead
About the role
- Define and execute the long-term strategy for Customer Care, ensuring alignment with company goals around loyalty, retention, and lifetime value.
- Champion the customer voice across the business and position Care as a brand differentiator.
- Lead a growing organization of 25+ in-house associates and an outsourced BPO, including developing leaders and creating career paths.
- Build a culture of empowerment, empathy, accountability, and data-driven performance.
- Drive operational excellence by owning key Care KPIs (CSAT, NPS, SLAs, efficiency) and implement systems, processes, and tools to scale.
- Oversee workforce planning, vendor management, QA, training, and knowledge management.
- Lead Care’s role in engagement, loyalty, and “Voice of the Customer” programs.
- Partner with Product, Ops, Tech, and Marketing to introduce new tools, automation, and policies that elevate customer experience. - including leading the selection and integration of a new CRM platform.
Requirements
- 7–10+ years of progressive Customer Care/Experience leadership, including multi-level team management.
- Experience leading in-house teams and outsourced/BPO partners within a high-growth subscription or ecommerce business.
- Proven track record of scaling Care operations while improving customer satisfaction, efficiency, and retention.
- Skilled in leveraging AI within customer experience, including managing and scaling AI agents, integrating AI into QA, and using automation for routing and efficiency.
- Strategic thinker with operational rigor—able to balance long-term vision with day-to-day execution.
- Data-driven and fluent in Care metrics, workforce management, and QA practices.
- Strong cross-functional leadership skills; able to influence and partner across Product, Ops, Tech, and Marketing.
- Passionate about people leadership—skilled at coaching, motivating, and developing managers and frontline associates.
- Obsessed with customers (and ideally dogs!)—you believe in turning service interactions into lasting relationships.
- Adaptable, innovative, and energized by the pace of a high-growth, entrepreneurial company.