Director, Customer Care Center

This is a fully remote position, open to applicants in Texas.

📋 Description

• Oversee the Customer Care Center, focusing on personnel, processes, technology, and performance.

• Develop and transform the CCC into a sales-oriented customer engagement hub with a strong focus on conversion, customer satisfaction, and operational efficiency.

• Assess and redesign workflows to enhance speed, consistency, customer satisfaction, and sales results.

• Set, monitor, and report on key performance indicators (KPIs) such as conversion rates, answer rates, speed to answer, service levels, first contact resolution, quality, customer satisfaction, lead follow-up, and productivity.

• Collaborate with IT and Data teams to enhance reporting, facilitate data-driven decision-making, and optimize existing tools.

• Analyze CCC technology, systems, vendor tools, and workflows; suggest improvements, replacements, and new solutions as necessary.

• Manage relationships with vendors and identify future opportunities to support capabilities and scalability.

• Create and implement sales strategies aligned with company methodologies, ensuring a seamless rental process.

• Establish coaching frameworks and performance expectations for agents to enhance conversion and service results.

• Direct follow-up strategies across leads, reservations, online inquiries, missed opportunities, and digital platforms.

• Supervise all customer interaction channels, including voice, chat, email, and online inquiries, guaranteeing consistency and quality.

• Assess and refine call routing strategies to maximize conversion rates, service levels, and customer experience.

⛳️ Requirements

• 10–12 years of progressive experience in contact centers, customer operations, or sales environments, including 3–5+ years in leadership positions.

• Demonstrated success in managing high-volume, sales-driven customer operations with accountability for conversion and service performance.

• Proven ability to enhance conversion rates, customer experiences, and operational efficiency through data and performance insights.

• Strong expertise in workforce planning and optimizing operating models in a growing environment.

• Experience in establishing and managing KPIs and performance frameworks to achieve results.

• Familiarity with contact center technology, CRM systems, and digital channels, with the capability to optimize tools and vendor relationships.

• Established ability to collaborate cross-functionally with Operations, Marketing, IT, Data, QA, and People & Culture teams.

• Experience with outsourced, offshore, or hybrid models is a plus.

• Bachelor’s degree in business, Operations, or a related field preferred, or equivalent experience.

🏝️ Benefits

• Competitive compensation package.

• Group benefits plan.

• 401K matching program.

• Discretionary bonus program.