First Advantage · 3 months ago
Director, Global Customer Care
United States
Full-time
Remote
Director/Executive
$150K/yr - $175K/yr
8+ years expFirst Advantage is a leading provider of mission-critical background screening solutions. The Director, Global Customer Care, will serve as a strategic leader responsible for shaping and executing the vision for world-class customer service, driving scalable solutions that enhance retention and elevate the customer experience across global operations.
Human ResourcesRecruitingSkill Assessment
Responsibilities
Develop and maintain service plans that offer differentiated support aligned with enterprise goals and customer needs
Champion a customer-first mindset by driving effective problem resolution and ensuring consistent satisfaction across all touchpoints
Lead and grow a senior operational management team, fostering performance through coaching, development planning, and clear accountability
Establish and manage outcome-based performance metrics for Customer Care teams, promoting transparency and continuous improvement
Identify and implement process improvements, workforce optimization strategies, and cost-saving opportunities while maintaining service excellence
Manage special projects to gather customer insights and root cause analytics, translating findings into actionable improvements across operations
Monitor and drive key service level metrics, ensuring consistent delivery and responsiveness to customer needs
Enhance the customer journey by promoting self-service options and improving first-contact resolution rates
Ensure full regulatory compliance and proactively identify and mitigate operational risks
Work closely with peers and stakeholders across Commercial, Finance, Marketing, Operations, Client Success, Workforce Management, and other shared-service teams to align on customer-focused initiatives and improvements
Provide timely updates and insights to senior leadership, serving as a trusted advisor on operational performance and customer trends
Lead and embed successful change initiatives, ensuring operational readiness and long-term sustainability
Collaborate with Client Relations to enhance profitability through strategic planning and partnership-driven growth
Spearhead innovation projects that support Premier Account Management, with a focus on scalable success models
Lead the design and launch of a centralized Client Hub to streamline engagement and support
Define and implement a robust Client Health Score framework to proactively manage client satisfaction and risk
Oversee the creation of automated newsletters and other scalable communication tools
Collaborate on the development of intelligent routing and support schemas to optimize service delivery
Partner with Business Intelligence to build powerful analytics that inform strategy and drive performance
Develop and execute strategies to reduce churn and promote cross-sell/up-sell opportunities
Qualification
Required
8+ years of experience managing operational customer success, account management and/or customer service teams, with a strong track record of performance management, stakeholder engagement, and service delivery excellence
Deep understanding of customer needs and market dynamics, with the ability to translate insights into actionable strategies
Demonstrated ability to build and leverage relationships across teams and geographies to drive alignment and service improvements
Skilled in interpreting management information (MI) and business intelligence (BI) to inform strategy and optimize operations
Proven ability to inspire, motivate, and develop high-performing teams in dynamic environments
Strong interpersonal skills with the ability to foster trust and collaboration across internal and external stakeholders
Comfortable navigating ambiguity and leading teams through organizational change and transformation
Committed to delivering exceptional customer experiences and driving continuous improvement in service quality
Experience working within complex organizational structures, with the ability to influence outcomes and implement best practices
Bachelor's Degree Required – Preferably in Business Administration, Operations Management, or a related field; equivalent professional experience may be considered in lieu of formal education
Minimum of 8 years in customer success, account management or service leadership roles, with a strong emphasis on transformation, innovation, and cross-functional execution
Familiarity with CRM platforms (Salesforce preferred), VOIP systems, and cloud-based service tools
Proven success in leading senior leaders and large, distributed teams across customer care functions, fostering a culture of accountability, innovation, and continuous improvement aligned with enterprise strategy
Skilled in viewing decisions and initiatives through a broad, enterprise-wide lens, ensuring alignment with business objectives and cross-functional impact
Experienced in overseeing complex service operations, balancing competing priorities, and optimizing resources to meet evolving customer and business needs
Adept at leading through ambiguity and large-scale change, guiding teams through transformation initiatives while maintaining service quality and employee engagement
Exceptional communicator with the ability to influence at all levels, from frontline teams to C-suite stakeholders, ensuring clarity, alignment, and momentum across initiatives
Committed to building strong leadership pipelines through coaching, mentorship, and strategic talent development, ensuring long-term organizational capability and resilience
Company
First Advantage
First Advantage is a provider of technology solutions for screening, verifications, safety and compliance related to human capital.
5001-10000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown2021-06-22IPO
2019-11-25Acquired
Leadership Team
David Gamsey
Retired Chief Financial Officer
Recent News
2025-11-25
2025-11-08
Company data provided by crunchbase