Director of customer care vs customer care manager

The differences between directors of customer care and customer care managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a director of customer care and a customer care manager. Additionally, a director of customer care has an average salary of $125,654, which is higher than the $41,181 average annual salary of a customer care manager.

The top three skills for a director of customer care include CRM, project management and employee engagement. The most important skills for a customer care manager are patients, home health, and social work.

Director of customer care vs customer care manager overview

	Director Of Customer Care	Customer Care Manager
Yearly salary	$125,654	$41,181
Hourly rate	$60.41	$19.80
Growth rate	6%	8%
Number of jobs	88,687	129,140
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 70%	Bachelor's Degree, 59%
Average age	47	47
Years of experience	6	6

What does a director of customer care do?

A director of customer service is an executive professional who manages the daily operations of professionals involved in providing customer service for an organization. This director must manage a technical support group that will assist end users with the proper operation of sold products. The director must present corporate presentations about customer service by utilizing videography, PowerPoint presentations, and group participation. This director must also assess the training needs of employees so that they can increase the level of their service.

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.

Director of customer care vs customer care manager salary

Directors of customer care and customer care managers have different pay scales, as shown below.

	Director Of Customer Care	Customer Care Manager
Average salary	$125,654	$41,181
Salary range	Between $89,000 And $176,000	Between $28,000 And $59,000
Highest paying City	Seattle, WA	Olympia, WA
Highest paying state	Washington	Washington
Best paying company	Google	Adobe
Best paying industry	Technology	Telecommunication

Differences between director of customer care and customer care manager education

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

	Director Of Customer Care	Customer Care Manager
Most common degree	Bachelor's Degree, 70%	Bachelor's Degree, 59%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Director of customer care vs customer care manager demographics

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

	Director Of Customer Care	Customer Care Manager
Average age	47	47
Gender ratio	Male, 57.8% Female, 42.2%	Male, 38.1% Female, 61.9%
Race ratio	Black or African American, 9.0% Unknown, 4.8% Hispanic or Latino, 18.0% Asian, 5.6% White, 61.9% American Indian and Alaska Native, 0.7%	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%
LGBT Percentage	8%	8%

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

Director of customer care example 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.
Standardize team goals and KPIs, utilizing metrics for coaching/analysis/forecasting.
Provide oversight and direction relative to statewide staff training to ensure effective customer service.

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.

Director of customer care vs customer care manager skills

Common director of customer care skills

CRM, 10%
Project Management, 8%
Employee Engagement, 6%
KPIs, 5%
Customer Care Operations, 5%
Technical Support, 4%

Common customer care manager skills

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

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Director Of Customer Care
Director Of Customer Care vs Customer Care Manager

Updated January 8, 2025

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