Discover and apply for Director of Customer Care jobs, a pivotal executive role dedicated to transforming customer service from a support function into a core strategic asset. Professionals in this senior leadership position are responsible for the entire customer care ecosystem, setting the vision, strategy, and operational excellence for all customer support channels. They act as the ultimate champion for the customer experience, ensuring every interaction strengthens brand loyalty and reputation. A Director of Customer Care typically oversees a department or global function, managing teams that may include contact center agents, social media responders, quality assurance specialists, and vendor partnerships. Their core mission is to architect a seamless, efficient, and emotionally resonant customer journey. This involves establishing performance standards, implementing key metrics like Customer Satisfaction (CSAT) and Net Promoter Score (NPS), and driving continuous improvement based on data and customer feedback. They are accountable for the budget, technology stack, and overall cost-to-serve, always balancing fiscal responsibility with exceptional service delivery. Common responsibilities for these leadership jobs include developing and executing multi-year roadmaps to modernize support through automation and AI, integrating customer care deeply with product, marketing, and engineering teams. They own the voice-of-the-customer program, translating insights into actionable business strategies. Directors also select and manage customer service platforms (like CRM systems and contact center software), lead vendor negotiations, and foster a high-performance culture through coaching, goal-setting, and professional development for their teams. Typical skills and requirements for candidates exploring Director of Customer Care jobs include 7-10+ years of progressive leadership experience in customer experience or service operations. A bachelor’s degree is standard, with an MBA often preferred. Success requires a unique blend of strategic vision and operational rigor. Essential skills include exceptional cross-functional leadership and stakeholder influence, strong financial and analytical acumen, and deep expertise in contact center technologies and process optimization. A proven track record in leading digital transformation, implementing AI and self-service solutions, and managing large-scale BPO partnerships is highly valued. Ultimately, individuals in these jobs are resilient, data-driven leaders passionate about building customer-centric cultures and delivering measurable business value through outstanding service.
