Director Customer Care

Valid8 Financial, Inc.; San Diego (CA); On-site; USD 120,000 - 160,000; Full time

Job summary

Indyme seeks a Director of Customer Care to lead and optimize the customer care function, coordinating across internal teams and third-party partners to maintain high client satisfaction. The role oversees 10 team members with 4 direct reports and reports to the VP Sales & Customer Care, operating in a formal office environment to ensure timely deliverables.

The ideal candidate brings strong leadership, project management, and CRM proficiency, with a proven track record in customer-facing

Qualifications

• Associate degree or equivalent professional experience in project coordination or related field preferred.
• Minimum of five years of experience in customer-facing roles.
• Minimum of five years of progressively responsible experience in project management or customer service operations.
• Experience working with CRM systems and enterprise software tools.
• Advanced proficiency in Microsoft Excel and standard Microsoft Office applications.
• Excellent written and verbal communication skills.

Responsibilities

• Head the department and ensure compliance with internal processes and completion of daily customer care tasks.
• Lead with four direct reports and ten team members.
• Improve processes and monitor key performance metrics.
• Maintain relationships with installation contractors and partners.
• Collaborate with SAE team to ensure customer expectations are met in a timely manner.
• Prepare standard and non-standard reports to support operations and SLA tracking.

Skills

Leadership

Project management

Cross-functional collaboration

Customer-facing

Communication

Education

Associate degree

Tools

CRM systems

Order management systems

Microsoft Excel

Microsoft Office

Job description

Transform the Future of In-Store Retail Experiences

Ready to join a company that’s leveraging AI to redefine how retailers engage customers and protect profitability? Indyme is the world’s leading provider of customer engagement and loss prevention technology for the retail industry. With more than 35,000 installations worldwide, our proven solutions help iconic brands like Walgreens, Walmart, TJX, Lowe’s, Safeway, and Dick’s Sporting Goods elevate their in-store experiences while reducing shrink.

The Director, Customer Care, is responsible for leading and optimizing Indyme’s customer care function, ensuring the consistent delivery of high-quality service and operational excellence. This role serves as a central point of coordination across internal teams, customers, and third-party partners, and plays a critical role in maintaining and enhancing client satisfaction.

As Director, Customer Care, you’ll be managing the Indyme customer care team consisting off:

Order Processing

RMA management

This position serves as the hub for many internal and external activities and is often the face of the company to our customers. This position will continue Indyme’s strong culture of customer care by ensuring the highest levels of customer satisfaction. On a day-to-day basis, the Director, Customer interacts with internal departments, customers, and 3rd party installation partners to ensure that deliverables to customers are met on a timely basis.

The customer care department has 10 team members with 4 direct reports.

This high visibility role reports directly to the VP Sales & Customer Care, ensuring you’ll receive the highest level of support and direct communication to the company’s executive team. You’ll work in an office environment and will be in constant communication with both staff and clients. This coordinating role will require you to work effectively across several key departments including:

Indyme’s Executive Team

Sales – National Account Managers/Client Success Manager

Order Entry Project Coordinators

Sales Application Engineers (SAE)

Technical Support Staff Members

Manufacturing Team

Finance Team

What we offer you:

A competitive salary with great benefits

A fun and cool work environment, loads of responsibility and great colleagues.

Mentorship and coaching to become an expert in retail customer engagement and loss prevention solutions.

You are not alone. Our sales application engineers, project coordinators and finance team will support you every step of the way to help you manage our deployment projects.

What You’ll do:

Head of the department, ensure compliance with internal processes and completion of daily customer care tasks.

Managerial skills: This position has four direct reports to you with 10 team members

Ensure high-quality output though process improvement and review of different business metrics

Maintain relationships with installation contractors

Work close with the SAE team members that Indyme solutions meet customer expectations in a timely matter

Proficiently and accurately utilize several internal software tools and templates including CRM, Order Management, etc. to ensure a timely and accurate flow of information.

Triage and prioritize problems arising in day-to-day operations to ensure resolution and/or escalation as necessary.

Prepare various standard and non-standard reports as necessary to facilitate internal operations

Monitor Customer care performance against customer’s SLA’s

What We’re Looking For in You

Demonstrated leadership capability with experience managing cross-functional teams in a customer-facing environment

Strong project management skills, with the ability to manage multiple concurrent initiatives effectively

Highly organized, detail-oriented, and capable of prioritizing in a fast-paced environment

Proven ability to make sound decisions independently while maintaining alignment with broader organizational goals

Collaborative leadership style with a strong focus on team development and accountability

Commitment to delivering exceptional customer experiences and driving a customer-centric culture

Ability to establish and track key performance metrics to support continuous improvement

Education and Experience:

Associate degree or equivalent professional experience in project coordination or related field preferred

Minimum of five years of experience in customer-facing roles

Minimum of five years of progressively responsible experience in project management or customer service operations

Experience working with CRM systems and enterprise software tools

Advanced proficiency in Microsoft Excel and standard Microsoft Office applications

Excellent written and verbal communication skills