Customer Care Manager Vs Customer Service Director

The differences between customer care managers and customer service directors can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a customer care manager and a customer service director. Additionally, a customer service director has an average salary of $134,962, which is higher than the $41,181 average annual salary of a customer care manager.

The top three skills for a customer care manager include patients, home health and social work. The most important skills for a customer service director are customer satisfaction, customer support, and continuous improvement.

Customer care manager vs customer service director overview

	Customer Care Manager	Customer Service Director
Yearly Salary	$41,181	$134,962
Hourly rate	$19.80	$64.89
Growth Rate	8%	6%
Number Of Jobs	129,140	158,016
Job Satisfaction	-	-
Most Common Degree	Bachelor's Degree, 59%	Bachelor's Degree, 69%
Average Age	47	47
Years Of Experience	6	6

What does a Customer Care Manager do?

A customer care manager is primarily in charge of the customer care team that ensures that all clients are satisfied with a company's products and services. Moreover, a customer care manager's responsibilities typically revolve around conducting assessments of employee performances, resolving complex issues and concerns, managing schedules, delegating tasks, and producing progress reports and presentations. There are also instances when one must respond to calls and correspondence and report to supervisors. Furthermore, as a manager, it is essential to lead and encourage the team to reach goals while implementing the company's policies and regulations.

What does a customer service director do?

A customer service director is primarily in charge of spearheading and overseeing the efforts in customer service operations. It is their duty to establish goals and guidelines that will usher the workforce in building strong and positive relationships with clients, develop strategies to optimize procedures, identify the strengths and weaknesses of current processes, implement solutions, and conduct research to find new business and client opportunities. Furthermore, as a director, it is essential to lead and encourage the workforce to reach goals, all while implementing the company's policies and regulations.

Customer care manager vs customer service director salary

Customer care managers and customer service directors have different pay scales, as shown below.

	Customer Care Manager	Customer Service Director
Average Salary	$41,181	$134,962
Salary Range	Between $28,000 And $59,000	Between $94,000 And $191,000
Highest Paying City	Olympia, WA	Olympia, WA
Highest Paying State	Washington	Washington
Best Paying Company	Adobe	VMware
Best Paying Industry	Telecommunication	Health Care

Differences between customer care manager and customer service director education

There are a few differences between a customer care manager and a customer service director in terms of educational background:

	Customer Care Manager	Customer Service Director
Most Common Degree	Bachelor's Degree, 59%	Bachelor's Degree, 69%
Most Common Major	Business	Business
Most Common College	California State University - Bakersfield	California State University - Bakersfield

Customer care manager vs customer service director demographics

Here are the differences between customer care managers' and customer service directors' demographics:

	Customer Care Manager	Customer Service Director
Average Age	47	47
Gender Ratio	Male, 38.1% Female, 61.9%	Male, 55.0% Female, 45.0%
Race Ratio	Black or African American, 10.3% Unknown, 4.8% Hispanic or Latino, 18.2% Asian, 5.7% White, 60.3% American Indian and Alaska Native, 0.7%	Black or African American, 9.6% Unknown, 4.8% Hispanic or Latino, 18.2% Asian, 5.9% White, 60.7% American Indian and Alaska Native, 0.7%
LGBT Percentage	8%	8%

Differences between customer care manager and customer service director duties and responsibilities

Customer Care Manager Example Responsibilities.

Create and manage department documentation to meet ISO and FDA regulations.
Manage and complete projects that are assigned to the CSM group.
Plan, organize and manage all Medicare and Medicaid call center activities.
Manage relationships with vendors including, vendor selection, contract negotiations, escalations and SLA oversight and remediation.
Lead the redesign of IVR functionality leading to $700K in annual savings and less than a year ROI.
Manage customer communication, RMA program, key supplier performance audits and quarterly QBRs, and internal audits with major accounts.

Customer Service Director Example Responsibilities.

Manage basic call center KPIs as well as worked closely with sales relate to new promotions and issues.
Manage payroll hours to ensure maximum productivity.
Manage domestic and international logistics operations for a plastics manufacturer with 4 warehouses , 2 manufacturing plants and 5 third-party warehouses.
Create ERP system base validation process, diminishing shipping errors to rate of 1 in every 15K lines and 5.3 sigma.
Work with medicare and medicaid.
Identify serious flaws in ERP set-up and thus metrics used to guide the company.

Customer care manager vs customer service director skills

Common Customer Care Manager Skills

Patients, 16%
Home Health, 12%
Social Work, 11%
Community Resources, 8%
Discharge Planning, 6%
Data Entry, 4%

Common Customer Service Director Skills

Customer Satisfaction, 14%
Customer Support, 6%
Continuous Improvement, 6%
CRM, 4%
Project Management, 4%
Employee Development, 4%

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Customer Care Manager vs Customer Service Director

Updated January 8, 2025

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