Head of Global Customer Care

📋 Description

• Own end-to-end performance across all contact routes — voice, chat, email, SMS, and self-service —
• Drive KPI excellence across CSAT, FCR, AHT, SLA adherence, and cost-per-contact, balancing
• Lead capacity planning, forecasting, and workforce management in partnership with WFM and analytics
• Define and execute a multi-year contact center strategy that transforms customer care from reactive
• Partner with Product and Technology to build the roadmap for next-generation engagement
• Act as the executive voice of the customer, translating contact center insights into actionable

🎯 Requirements

• 10+ years of contact center leadership, including 5+ years managing 200+ agents across internal
• Track record of driving large-scale transformations, including AI deployments (e.g., Zendesk
• Proven ability to define a long-term operational vision alongside direct P&L or major
• Demonstrated success in unifying remote, multi-time-zone teams with an empathetic approach to
• Deep expertise in core channels (voice, digital, self-service) and platform architectures across
• MBA or advanced degree in Business or Operations (preferred), with process improvement