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Become A Director Of Customer Care

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Working As A Director Of Customer Care

  • Interacting With Computers
  • Getting Information
  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Processing Information
  • Deal with People

  • Mostly Sitting

  • $157,408

    Average Salary

What Does A Director Of Customer Care Do At Joerns Healthcare

* Implement processes and technology programs
* Foster a continuous improvement aimed to create value by adding activities to increase profitability
* Implement the monthly and quarterly metrics for the customer care teams
* Implement and maintain training programs for the customer care teams
* Create and manage the process for quality system discrepancies while working with the quality team
* Create, run and review queries and reports through SAP
* Create annual customer service plans including goals and objectives
* Involved in standard annual budgeting process
* Manage weekly meetings for review of general departmental issues with supervisors and leads
* Resolve any issues for customers and for internal teams
* Supervisory Responsibilities:
* Manage developmental programs, including Personal Improvement Plans, Development Plans, Performance Reviews and
* Manage monthly and quarterly objectives for customer care team members
* Manage the day to day operations of the customer care
* Coach and develop team members for future positions
* Manage teams for any special projects that are related to customer care

What Does A Director Of Customer Care Do At Comcast

* Collaborates across all departments to develop and refine products and drive customer experience initiatives.
* Manages and coordinates multiple, cross-functional projects simultaneously.
* Oversees a team of managers and directors who manages the Customer Care, logistics, management of applications and consolidating complaints and quality reports.
* Leads all customer relationship management research.
* Communicates and works with the call center to communicate all efforts relating to products and customer relationship management.
* Researches trends and report complaints, product improvement suggestions and other actionable and quantified customer and market feedback to management.
* Ensures key performance metrics, including escalation rates, case resolution times, complaint rates, product launch effectiveness, and customer loyalty are met or exceeded.
* Develops, justifies and successfully execute strategic and operating plans and budgets for the Corporate Customer Account Executive team.
* Develops a high performance staff through education, mentoring and providing continual evaluation of employee development and eliminate single points of knowledge.
* Deploys and maintains the required systems management team.
* Consistent exercise of independent judgment and discretion in matters of significance.
* Regular, consistent and punctual attendance.
* Must be able to work nights and weekends, variable schedule(s) as necessary.
* Other duties and responsibilities as assigned

What Does A Director Of Customer Care Do At Danaher

* Provides leadership and direction for all Technical Support, Order Processing and Customer Service support staff, both locally and with remote teams, across multiple different product lines and brands, including both hardware and software.
* Identifies strategic gaps to delivering on the mission of world-class customer experience, and develops strategic proposals on people, process, and technology investments and presents to regional functional leaders, including Sales, Marketing, Finance, Operations, and Human Resources
* Establishes escalation procedures to ensure timely and accurate resolution of customer issues.
* Proactively takes control and manages highly escalated customer issues to resolution.
* Tracks and provides executive leadership with detailed information on Key Performance Indicators (KPIs) of customer care and service performance.
* Performs root-cause analysis on KPI underperformance.
* Develops and implements both short- term and long-term countermeasures, to improve performance both immediately and systematically for the future.
* Regularly evaluates talent, develops succession plans, and takes organizational actions to ensure the development of individual associates and external hiring of critical talent needs.
* Ensures that appropriate staffing models are developed and implemented to optimize service level across the organization with available resources.
* Evaluates and improves the effectiveness of Customer Care staff by establishing, monitoring, and establishing accountability to individual and group performance criteria.
* Establishes onboarding training and continuous education programs address both technical and soft skill training needs to ensure positive customer experience.
* Frequently interacts with subordinates and/or peer group managers involving matters between departments or functional areas.
* Often leads a cooperative effort among members of a project team.
* Handles personnel actions including staffing, performance reviews, disciplinary actions, and coordination of training and development.
* Reinforces desired behaviors.
* Attend Dental Shows, and visit customer and dealer locations as needed to gather customer
* experience insights.
* Up to 25% travel required, including regular travel to remote team locations

What Does A Director Of Customer Care Do At Exelon Corporation

* Oversees the development and execution of the Customer Contact Strategy.
* Directs the first point of contact for all residential, small commercial and industrial phone, written, and web customer inquiries.
* Provides leadership for the operational plan through long- range forecasting and planning, mid-range operating plan and real time management.
* Oversees the implementation of the operating plan through (3) three key segmented areas; Residential, Small Commercial and Industrial, and Large Commercial and Industrial.
* Manage all Call Center related activities to ensure that all customer inquiries and requests are processed in a prompt, accurate and cost effective manner.
* Monitor quality program to ensure business processes are being followed while providing distinctive customer service.
* Manage Resource Management operations to ensure that proper support is being provided to all Call Center supervisors.
* Analyzes industry best practices in order to optimize technological change and innovationOversees the budget process for Customer Contact.
* Assures adherence to the budget plan and balances cost containment with customer satisfactionTotal # of employees 215Budget responsibility - $26 millionPOSITION SPECIFICATIONSMinimum:
* Bachelors degree in business or related field
* years relevant business experience, including minimum 5 years of Call Center experience with at least 3 years in a leadership capacity.
* Preferred:
* MBA-10+ Years experience managing a multi-site/multi-state contact center
* Demonstrated leadership ability in a high performance culture
* Demonstrated strategic planning & forecasting skills.
* Demonstrated ability to compile and evaluate data and anticipate customer reactions and/or requirements.
* Demonstrated knowledge of fundamental principles of leadership.
* Demonstrated ability to negotiate effectively.
* Demonstrated ability to build consensus, establish trust, communicate effectively and foster culture change.
* Proven high-level management skills in coaching and facilitating business competency
* Demonstrated ability to implement process enhancements and efficiencies in technology and performance.
* Demonstrated business acumen, customer awareness and ability to create value.
* Qualifications
* Exelon is proud to be an equal opportunity employer and employees or applicants will receive consideration for employment without regard to: age, color, disability, gender, national origin, race, religion, sexual orientation, gender identity, protected veteran status, or any other classification protected by federal, state, or local law.
* VEVRAA Federal Contractor
* REQNUMBER: 3018318

What Does A Director Of Customer Care Do At Charter Communications

* Actively and consistently support all efforts to simplify and enhance the customer experience/
* Direct the attainment of key performance indicators including service level, quality, sales, revenue, productivity/efficiency, reliability, and attrition objectives
* Direct the budget process including managing departmental expenditures and staying within budget guidelines
* Direct process and procedures, work order accuracy, quality, and adjustments, ensure that all covenants are met
* Direct hiring and staffing for call center site based on central workforce capacity requirements.
* Lead Evaluation and Action Planning related to annual Employee Opinion Survey processes for the Center
* Monitor customer care training program
* Interface with other departments through written and verbal communications
* Perform other duties as requested by supervisor

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Average Length of Employment
Top Careers Before Director Of Customer Care
Manager 8.3%
Director 5.3%
Supervisor 4.2%
Top Careers After Director Of Customer Care
Consultant 4.6%
Director 4.3%

Do you work as a Director Of Customer Care?

Director Of Customer Care Demographics

Gender

Male

56.4%

Female

42.3%

Unknown

1.2%
Ethnicity

White

63.5%

Hispanic or Latino

14.6%

Black or African American

10.7%

Asian

6.6%

Unknown

4.5%
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Foreign Languages Spoken

Spanish

28.6%

German

14.3%

French

14.3%

Portuguese

9.5%

Arabic

9.5%

Swahili

4.8%

Chinese

4.8%

Dutch

4.8%

Mandarin

4.8%

Italian

4.8%
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Director Of Customer Care Education

Schools

University of Phoenix

16.5%

Florida State University

6.3%

University of Northern Colorado

5.1%

Saint Joseph's University

5.1%

Chapman University

5.1%

Brigham Young University

5.1%

Strayer University

5.1%

Pennsylvania State University

5.1%

DePaul University

5.1%

Illinois State University

3.8%

Georgia State University

3.8%

San Diego State University

3.8%

State University of New York Albany

3.8%

Villanova University

3.8%

Cornell University

3.8%

Western Illinois University

3.8%

Central Connecticut State University

3.8%

University of Utah

3.8%

Northeastern University

3.8%

Bellevue University

3.8%
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Majors

Business

46.9%

Management

8.0%

Finance

5.9%

Marketing

3.8%

Project Management

3.5%

Communication

3.2%

English

2.9%

Political Science

2.9%

Accounting

2.9%

Education

2.7%

Computer Science

2.1%

Psychology

2.1%

Sociology

2.1%

Liberal Arts

1.8%

Mathematics

1.8%

Nursing

1.5%

Criminal Justice

1.5%

Legal Support Services

1.5%

General Education, Specific Areas

1.5%

Information Technology

1.5%
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Degrees

Bachelors

39.2%

Masters

34.5%

Other

15.0%

Associate

5.1%

Certificate

4.3%

Doctorate

1.7%

Diploma

0.2%
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Director Of Customer Care Videos

Bank Teller Salary | Education Requirements, Job Duties, Income for Tellers

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Real Director Of Customer Care Salaries

Job Title Company Location Start Date Salary
Director of Customer Care, Americas Qwilt Inc. Redwood City, CA Oct 28, 2016 $220,000 -
$250,000
Director, WW Customer Care Logitech Inc. Newark, CA Sep 17, 2016 $195,516
Director, WW Customer Care Logitech Inc. Newark, CA Aug 31, 2015 $177,336
Sr.Director-Global Customer Care Audible Inc. Newark, NJ Apr 21, 2016 $171,031
Director, WW Customer Care Logitech Inc. Newark, CA Sep 09, 2014 $170,508
Director of Customer Care and Reverse Logistics Endless Mobile San Francisco, CA Sep 20, 2016 $150,467
Director of Customer Care Process Improvement Audible Inc. Newark, NJ Jul 21, 2014 $140,000
Director of Customer Care Clearwell Systems, Inc. Mountain View, CA Jan 29, 2010 $140,000 -
$160,000
Director of Customer Care and Reverse Logistics Endless Mobile, Inc. San Francisco, CA Dec 16, 2016 $130,000
Director of Customer Care and Reverse Logistics Endless Mobile San Francisco, CA Aug 19, 2015 $130,000

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Top Skills for A Director Of Customer Care

  1. Customer Care Department
  2. Customer Service Operations
  3. Customer Satisfaction
You can check out examples of real life uses of top skills on resumes here:
  • Designed the newly formed Customer Care department and formulated the mission statement, goals, career development and performance management plans.
  • Directed customer service operations for inbound/outbound call center.
  • Established a universal quality program leveraging six-sigma best practices to increase customer satisfaction and service agent quality metrics to 90%.
  • Restructured Technical Support hiring, training and development program.
  • Facilitated process improvement meetings to identify opportunities resulting in a contract approval between Alaska Airlines and LSG Sky Chefs.

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