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Director, Global Customer Care

https://www.circlek.com Logo

Circle K

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Location:
United States of America , Tempe

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Category:
Customer Service

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Contract Type:
Not provided

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Salary:

Not provided
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Job Description:

Circle K seeks an experienced and visionary Director of Global Customer Care to redefine how we serve millions of customers worldwide. This pivotal role blends strategic transformation with day-to-day operational leadership to evolve our Customer Care function from a traditional cost center into a value-driving, experience-led organization.

Job Responsibility:

  • Architect and execute a bold, multi-year roadmap that redefines customer service as a strategic asset
  • Integrate Customer Care into the enterprise value chain, supporting loyalty, retention, brand differentiation, and digital engagement
  • Influence and align executive stakeholders across Operations, Technology, Marketing, Digital, and Product to embed customer strategies into core business initiatives
  • Serve as the Voice of the Customer (VOC) at the leadership table, integrating customer insights into company-wide decisions
  • Drive North America operational excellence, optimizing KPIs like NPS, CSAT, AHT, SLA, and cost-to-serve across BPO and internal teams
  • Cultivate a winning partnership with BPO vendors, holding them accountable to commercial terms, service-level agreements, and performance commitments while driving operational efficiency, productivity gains, and continuous improvement
  • Lead and inspire a high-performance global team, fostering a culture of accountability, agility, and innovation across onshore and offshore teams
  • Lead strategic portfolio and investment planning, prioritizing initiatives and demonstrating ROI and customer value
  • Establish global governance and standardization, creating playbooks and frameworks to harmonize execution across markets and functions
  • Deploy and maximize next-gen customer care technologies, including Salesforce Service Cloud, Genesys, AI chat, and automation to boost self-service, deflection, and personalization
  • Ensure technology integration drives value realization and supports digital transformation goals
  • Own the end-to-end customer care journey across all channels and markets, ensuring consistent, seamless, emotionally resonant experiences
  • Drive innovation in customer-centric process design, simplifying and modernizing service delivery while reducing customer and agent effort
  • Champion a data-driven, insight-led culture, leveraging VOC, root cause analysis, and performance data to fuel continuous improvement

Requirements:

  • Bachelor’s degree required
  • MBA or relevant advanced degree preferred
  • 10+ years of progressive leadership experience preferred, in global customer experience, service operations, product management
  • transformation, digital strategy, or related fields—ideally in high-growth, customer-centric organizations, including a minimum of seven years of management responsibility
  • Proven ability to design and lead enterprise-scale transformation agendas, integrating automation, AI, and advanced technologies (e.g., Salesforce, Genesys) to modernize the customer journey and elevate service delivery
  • Proven success leading large-scale, global customer care operations, including management of BPOs, contact center teams, and multi-channel service delivery models
  • Demonstrated success in growing, developing, and retaining high-performing teams while fostering a culture of trust, inclusion, and engagement
  • Exceptional storyteller with strong executive presence and communication skills
  • Track record of delivering measurable improvements in NPS, CSAT, FCR, AHT, and cost-to-serve while simultaneously elevating customer satisfaction and agent performance
  • Deep curiosity and understanding of customer behavior, digital trends, and service design principles
  • Skilled in cross-functional leadership and collaboration
  • Strong commercial acumen and decision-making ability
  • Highly adaptable, intellectually curious, and motivated by innovation, transformation, and delivering best-in-class customer experiences at scale
What we offer:
  • Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc)
  • 401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future
  • Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K
  • Paid Time Off: Recharge and rejuvenate with paid time off
  • Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies
  • Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication
  • Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential
  • Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner

Additional Information:

Job Posted:
June 10, 2025

Employment Type:
Fulltime
Work Type:
On-site work
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