Director of Customer Care Jobs

Helzberg Diamonds

Location:
United States, North Kansas City

Category:
Customer Service

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Director of Customer Care provides direct leadership to the Customer Care Department and social listening teams. This role is responsible for the customer experience delivered across customer care and for managing all social media listening channels protecting brand reputation/strategy along with engaging with people online in support of brand marketing. This position will handle all escalated issues that come through these channels. The position works directly with leadership from the E-Commerce team, store operations, the distribution center and external vendors to ensure a quality customer experience through this channel of Helzberg’s business.

Job Responsibility:

Provide strategic and tactical direction to Customer Care Department to ensure effective delivery of quality service to customers
Lead in the development and implementation of systems, applications and programs to maximize productivity and provide efficient resolutions to customers
Establish and implement standards, policies and procedures for the organization
Manage selected vendor partners that augment the department including contract negotiations, monthly/quarterly business reviews
Implement tools and metrics to measure effectiveness of the department and each individual
Develop and manage processes to ensure a quality and consistent customer experience across the group, including but not limited to, scripting, call listening/grading
Assume responsibility for additional projects or responsibilities as assigned to support the Customer Care Department
Accomplish department objectives by directing and monitoring work progress of direct report
Provide coaching and guidance to direct report
Set expectations, annual goals and provide required quarterly touch base meetings with all direct report

Requirements:

Seven to ten years customer service or call center management
Must have a customer service orientation with strong communication skills
Strong Microsoft Office, Word, Excel, internet, and database application skills required, along with the ability to use report-writing tools
Conflict resolution, problem-solving, and decision-making skills required, along with the ability to remain calm and patient when working with customers during highly-charged interactions
Hybrid schedule with predictable onsite attendance required three or more days per week to perform essential functions involving interactive behaviors with co-workers and managers, operation or manipulation of equipment and/or materials located only on site, and direct interaction with internal and/or external customers

Nice to have:

Bachelor’s degree in business management, public relations or psychology is nice to have
Experience in a retail store environment or in employee relations is helpful

Additional Information:

Job Posted:
December 09, 2025

Work Type:

Hybrid work

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Director of Customer Care