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.
Director of customer care responsibilities
Here are examples of responsibilities from real director of customer care resumes:
- 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.
- Revolutionize the reporting systems providing new real-time reporting for agent monitoring, newly define KPIs and executive dashboards.
- Direct the development, implementation and integration of inbound and outbound telemarketing programs driving increase sales and improve productivity.
- Implement new phone system and ACD into corporate call center.
- Integrate ERP modules for clients in custom manufacturing, distribution, rentals, and field service industry segments.
- Establish specifications for RFP s, coordinate bid processes and evaluate received bids for all building services and commodities.
- Leverage a solid career in quality and operations management to drive tangible improvements in product innovation and customer loyalty.
Director of customer care skills and personality traits
We calculated that 10% of Directors Of Customer Care are proficient in CRM, Project Management, and Employee Engagement. They’re also known for soft skills such as Communication skills, Leadership skills, and Management skills.
We break down the percentage of Directors Of Customer Care that have these skills listed on their resume here:
- CRM, 10%
Configured and implemented a CRM system to manage all customer interactions, global sales pipeline visibility and Sales staff productivity.
- Project Management, 8%
Project management-All Digital Conversion Care Facilitator
- Employee Engagement, 6%
Introduced employee engagement and retention process.
- KPIs, 5%
Use Six Sigma principals along with goal setting and Key Performance Indicators (KPIs).
- Customer Care Operations, 5%
Developed and implemented new organizational structure to further define Sales and Customer Care operations.
- Technical Support, 4%
Restructured Technical Support hiring, training and development program.
"crm," "project management," and "employee engagement" are among the most common skills that directors of customer care use at work. You can find even more director of customer care responsibilities below, including:
Communication skills. To carry out their duties, the most important skill for a director of customer care to have is communication skills. Their role and responsibilities require that "top executives must be able to convey information clearly and persuasively." Directors of customer care often use communication skills in their day-to-day job, as shown by this real resume: "managed employee communications and worked with hr to coordinate force management initiatives to close operations. "
Leadership skills. Another essential skill to perform director of customer care duties is leadership skills. Directors of customer care responsibilities require that "top executives must be able to shape and direct an organization by coordinating policies, people, and resources." Directors of customer care also use leadership skills in their role according to a real resume snippet: "facilitate directives to operations leadership, training leadership, wfm and hr leadership teams"
Problem-solving skills. director of customer care responsibilities often require "problem-solving skills." The duties that rely on this skill are shown by the fact that "top executives need to identify and resolve issues within an organization." This resume example shows what directors of customer care do with problem-solving skills on a typical day: "executed customer support operations management, first contact resolution, and call tracking solutions. "
Time-management skills. Another common skill required for director of customer care responsibilities is "time-management skills." This skill comes up in the duties of directors of customer care all the time, as "top executives do many tasks concurrently to ensure that their work gets done and that the organization meets its goals." An excerpt from a real director of customer care resume shows how this skill is central to what a director of customer care does: "managed on time implementation of orders to cash area plus crm. "
The three companies that hire the most director of customer cares are:
- Circle International Inc10 directors of customer care jobs
- Pwc7 directors of customer care jobs
- NBCUniversal5 directors of customer care jobs
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Compare different directors of customer care
Director of customer care vs. Assistant supervisor
An assistant supervisor is responsible for assisting supervisors in various tasks and functioning as their point of contact to coordinate with employees in a company, ensuring that their needs are understood and relayed. Aside from overseeing the operations of workflow and workforce, an assistant supervisor's duties will also revolve around clerical tasks such as preparing reports and necessary documents, handling the leaves of employees, and other forms of correspondence. Furthermore, an assistant supervisor can also recruit and train staff, assign workload and verify documentation procedures.
There are some key differences in the responsibilities of each position. For example, director of customer care responsibilities require skills like "crm," "project management," "employee engagement," and "kpis." Meanwhile a typical assistant supervisor has skills in areas such as "customer service," "safety procedures," "direct supervision," and "payroll." This difference in skills reveals the differences in what each career does.
Assistant supervisors tend to make the most money working in the government industry, where they earn an average salary of $44,813. In contrast, directors of customer care make the biggest average salary, $127,216, in the technology industry.The education levels that assistant supervisors earn slightly differ from directors of customer care. In particular, assistant supervisors are 10.3% less likely to graduate with a Master's Degree than a director of customer care. Additionally, they're 0.1% less likely to earn a Doctoral Degree.Director of customer care vs. Service supervisor
A customer service supervisor's role is to oversee a team of customer service workers, ensuring their efficiency when it comes to engaging and assisting clients, all in the joint effort to boost sales and improve the client base. Aside from leading and supervising colleagues, a customer service supervisor must prepare progress reports about the team's workflow, set goals, devise strategies, verify all return refund operations, and coordinate with other managers and supervisors outside the unit. Furthermore, they must also handle calls and other forms of correspondence, building rapport while lending a helping hand.
Each career also uses different skills, according to real director of customer care resumes. While director of customer care responsibilities can utilize skills like "crm," "project management," "employee engagement," and "kpis," service supervisors use skills like "patients," "cleanliness," "safety procedures," and "patient care."
Average education levels between the two professions vary. Service supervisors tend to reach lower levels of education than directors of customer care. In fact, they're 5.2% less likely to graduate with a Master's Degree and 0.1% more likely to earn a Doctoral Degree.Director of customer care vs. Support staff
School support staff provide specialized instructional and student support while utilizing school facilities. They often include diverse staff members whose main role is to ensure that students learn in a supportive and safe learning environment. It is also their duty to enhance school climate by promoting the involvement of parent and family in education as well as to encourage trusting, positive student relationships. They should inhibit positive behavior and send uplifting messages to students as they often connect with them throughout the day.
The required skills of the two careers differ considerably. For example, directors of customer care are more likely to have skills like "crm," "project management," "employee engagement," and "kpis." But a support staff is more likely to have skills like "customer service," "developmental disabilities," "mental health," and "meal preparation."
Desk clerks supervisors earn the best pay in the finance industry, where they command an average salary of $32,113. Directors of customer care earn the highest pay from the technology industry, with an average salary of $127,216.Most desk clerks supervisors achieve a lower degree level compared to directors of customer care. For example, they're 9.9% less likely to graduate with a Master's Degree, and 0.2% less likely to earn a Doctoral Degree.Director of customer care vs. Team manager
Team managers primarily manage the daily activities of their members. Their role includes setting targets, implementing guidelines, and supporting employees to solve any issues that may arise. It is their duty to make sure that the team's objectives are fully understood by all members and that they work closely to fulfill them. They must ensure that all of their members are working towards a common goal through constant monitoring. To manage the team, they may utilize certain principles, such as the SMART principle. They also train members to see to it that their goals are distinct, measurable, attainable, and timely.
Types of director of customer care
Updated January 8, 2025
