How To Become A Director Of Customer Care: What It Is and Career Path

What is a director of customer care and how to become one

Updated January 8, 2025

4 min read

A director of customer care is an individual who manages all aspects of an organization's customer service policies. For example, these managers establish protocols and procedures relating to how employees of a business relate to and assist customers. These professionals manage the daily operations of customer service representatives who may work in a call-center or a help-desk environment and ensure that customers are helped professionally and efficiently.

A director of customer care may work in a variety of industries, from manufacturing to retail, and in addition to assisting customers with product s and services, this individual must have customer service reports for upper management. These professionals also assess the training needs of customer service staff to increase their efficiency as service representatives and supervise the day-to-day operations of a customer care center. A director of customer care typically works in an office environment during a normal workweek and should possess excellent organizational, leadership, communication, and analytical skills.

Many directors of customer care have a bachelor's degree in business, marketing, or a related field; however, an advanced degree is not necessarily a requirement provided the individual has comparable skills. Most directors of customer care can make up to $158,000 per year in the US, and the field is expected to grow 6% by 2028.

ScoreDirector Of Customer CareUS Average

Salary

8.3

Avg. Salary $125,654

Avg. Salary $59,228

Stability level

8.0

Growth rate 6%

Growth rate 0.3%

Diversity

4.2

Race

American Indian and Alaska Native 0.65%

Asian 5.62%

Black or African American 9.04%

Hispanic or Latino 17.98%

Unknown 4.79%

White 61.92%

Gender

female 42.19%

male 57.81%

Age - 48

Race

American Indian and Alaska Native 3.00%

Asian 7.00%

Black or African American 14.00%

Hispanic or Latino 19.00%

White 57.00%

Gender

female 47.00%

male 53.00%

Age - 48

Stress level

8.0

Stress level is high

7.1 - high

Complexity level

8.7

Complexity level is advanced

7 - challenging

Work life balance

6.2

Work life balance is fair

6.4 - fair

Key steps to become a director of customer care

Explore director of customer care education requirements

Most common director of customer care degrees

Bachelor's

70.2 %

Master's

15.4 %

Associate

10.9 %

Start to develop specific director of customer care skills

Skills	Percentages
CRM	9.62%
Project Management	7.51%
Employee Engagement	6.01%
KPIs	4.91%
Customer Care Operations	4.53%

Complete relevant director of customer care training and internships

Accountants spend an average of 6-12 months on post-employment, on-the-job training. New directors of customer care learn the skills and techniques required for their job and employer during this time. The chart below shows how long it takes to gain competency as a director of customer care based on U.S. Bureau of Labor Statistics data and data from real director of customer care resumes.

Research director of customer care duties and responsibilities

Manage full financial accountability and oversight of production, quality, inventory control, and operational safety and security.
Develop CRM marketing strategy for differentiating and monetizing services and developing customer loyalty metrics.
Work with business users and QA testing groups to provide training and issue resolution.
Implement new CRM, phone system using VOIP in a distribute virtual environment, and case tracking for support.

Get director of customer care experience

Generally, it takes 4-6 years to become a director of customer care. The most common roles before becoming a director of customer care include customer service manager, director team lead and manager.

Prepare your director of customer care resume

When your background is strong enough, you can start writing your director of customer care resume.

You can use Zippia's AI resume builder to make the resume writing process easier while also making sure that you include key information that hiring managers expect to see on a director of customer care resume. You'll find resume tips and examples of skills, responsibilities, and summaries, all provided by Zippi, your career sidekick.

Choose from 10+ customizable director of customer care resume templates

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