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Perk · 1 month ago

Director of Customer Care Operations - US

Chicago, IL

Full-time

Onsite

Director/Executive

$151K/yr - $178K/yr

8+ years exp

Perk is an intelligent platform for travel and spend management, aiming to enhance productivity for over 10,000 companies worldwide. The Director of Customer Care Operations will set the vision and strategy for the North America Customer Care operations, leading a team to deliver exceptional customer service and achieve performance targets.

Artificial Intelligence (AI)Business TravelSaaSSoftwareTicketingTravelTravel Agency

Responsibilities

Lead and scale the NAM Customer Care organisation of 400+ both in-house and outsourced professionals

Set and achieve performance targets and financial outcomes across all service areas in NAM, directly influencing overall business performance and profitability

Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals

Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the North America region, and ensure continuous improvement

Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally

Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation

Oversee multiple initiatives impacting the North America region, while remaining hands-on, adaptable, and a trusted stakeholder across departments

Own key regional KPIs and deliver measurable improvements in: + Customer Satisfaction (CSAT / NPS) + Service Level Agreements (SLA) + Churn + Employee Engagement & Retention + Operational Efficiency / Productivity

Qualification

Customer Care LeadershipData-Driven Decision MakingProject ManagementZendeskHigh-Performing Team DevelopmentCustomer ObsessionCommunicationAdaptability

Required

8-10+ years of experience leading large-scale Customer Care teams

Proven success managing both in-house and outsourced operations

Experience in technology-driven or high-growth environments (travel industry a strong plus)

Demonstrated ability to build and develop high-performing, customer-centric teams

Strong process orientation and project management background

Excellent communication skills (verbal and written) in English

Data-driven and analytical, with a track record of using insights to drive improvements

Hands-on leader with a proactive, pragmatic, and collaborative approach

Preferred

Experience with Zendesk or similar CX platforms preferred

Benefits

Receive competitive compensation and equity ownership in Perk

Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays

Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan

Take control of your physical health with additional comprehensive benefit plans, covering dental, vision and Wellhub’s gym subscription from your start date

Rest assured that you’re covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans

Plan for your future with our 401(k) plan with company matching contributions

Care for your furry friends through partner discounts on pet insurance

Join our unforgettable Perk events, including our spectacular annual summer party

Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones

Focus on your family with 12-16 weeks’ paid parental leave

Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes

Broaden your horizons with up to 20 "Work from Anywhere" days per year

Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years

Let us help you move to one of our hubs with relocation support