Head of Customer Care
New
J
Jacuzzi Bath RemodelHome Improvement
United StatesFull-TimeManager
Salary$131,000+ and bonus potential
Apply NowOpens the employer's application page
Job Details
- Experience
- 8-10 years of progressive customer service and or customer care leadership experience; 5 years managing leaders and customer service teams
- Required Skills
- Operations ManagementMicrosoft ExcelMicrosoft OfficeCustomer servicePowerPoint
Requirements
- Bachelor’s degree.
- 8-10 years of progressive customer service or customer care leadership experience.
- 5 years of experience managing leaders and customer service teams.
- Proven ability to motivate teams and drive consistent productivity.
- Strong cross-functional communication skills.
- High level of proficiency in Microsoft Office (Word, Excel, PowerPoint).
- Exceptional customer service skills.
- Ability to multi-task and adapt to rapid change.
- Collaborative problem-solving skills under pressure.
Responsibilities
- Develop and execute a multi-year customer care strategy that aligns with organization growth and customer experience goals.
- Build and maintain a customer care roadmap focused on service excellence, operational efficiency, and technology adoption.
- Lead, coach, and develop supervisors and customer care team members to foster engagement and accountability.
- Establish and monitor key performance indicators such as NPS, First-Call Resolution, and Service Levels.
- Oversee daily operations, ensuring timely resolution of inquiries, complaints, and escalations.
- Partner with Sales, Production, Manufacturing, Legal, and Central Services to resolve issues and improve processes.
- Manage department staffing plans and present performance reports to executive leadership.
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