Director of customer care vs customer service director

The differences between directors of customer care 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 director of customer care and a customer service director. Additionally, a customer service director has an average salary of $134,962, which is higher than the $125,654 average annual salary of a director of customer care.

The top three skills for a director of customer care include CRM, project management and employee engagement. The most important skills for a customer service director are customer satisfaction, customer support, and continuous improvement.

Director of customer care vs customer service director overview

	Director Of Customer Care	Customer Service Director
Yearly salary	$125,654	$134,962
Hourly rate	$60.41	$64.89
Growth rate	6%	6%
Number of jobs	88,687	158,016
Job satisfaction	-	-
Most common degree	Bachelor's Degree, 70%	Bachelor's Degree, 69%
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 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.

Director of customer care vs customer service director salary

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

	Director Of Customer Care	Customer Service Director
Average salary	$125,654	$134,962
Salary range	Between $89,000 And $176,000	Between $94,000 And $191,000
Highest paying City	Seattle, WA	Olympia, WA
Highest paying state	Washington	Washington
Best paying company	Google	VMware
Best paying industry	Technology	Health Care

Differences between director of customer care and customer service director education

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

	Director Of Customer Care	Customer Service Director
Most common degree	Bachelor's Degree, 70%	Bachelor's Degree, 69%
Most common major	Business	Business
Most common college	California State University - Bakersfield	California State University - Bakersfield

Director of customer care vs customer service director demographics

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

	Director Of Customer Care	Customer Service Director
Average age	47	47
Gender ratio	Male, 57.8% Female, 42.2%	Male, 55.0% Female, 45.0%
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, 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 director of customer care and customer service director 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 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.

Director of customer care vs customer service director 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 service director skills

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

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Director Of Customer Care
Director Of Customer Care vs Customer Service Director

Updated January 8, 2025

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