Director, Customer Care Operations

📋 Description

• Lead customer care operations: Oversee day-to-day operations through two Customer Care Managers and
• Drive operational performance: Establish service level, quality, efficiency, and member experience
• Use data to improve outcomes: Analyze call trends, escalations, quality results, and operational
• Manage workforce planning and operational budgets: Partner with Workforce Management and Operations
• Deliver executive-level reporting: Prepare and present operational dashboards, performance
• Optimize workflows and processes: Lead initiatives to reduce operational friction, eliminate

🎯 Requirements

• Bachelor's degree in business, healthcare administration, or a related field, or an equivalent
• Extensive customer care leadership: At least 10 years of experience in call center or customer care
• Proven operational results: Demonstrated success improving service levels, quality, productivity
• Cross-functional collaboration: Experience partnering with Quality Assurance, Training, Compliance
• People leadership and coaching: A strong track record of developing managers and supervisors
• Analytical and business acumen: Strong analytical skills, with the ability to interpret operational

🎁 Benefits

• Competitive compensation: Annual base salary ranging from $135,200 to $213,500, depending on
• Remote work flexibility: A fully remote opportunity for candidates based in the United States.
• Leadership and professional development: The opportunity to lead a large customer care
• Strategic business impact: The ability to influence service quality, operational efficiency, and
• Technology-driven environment: Opportunities to improve customer care through modern platforms
• Cross-functional collaboration: Work closely with executive leadership and teams across Operations