Director, Customer Care

Jordan's Furniture; Taunton (MA); Hybrid; USD 164,000 - 205,000; Full time

Benefits offered by this job

Hybrid work model (two days from home)

Career growth opportunities

Equal Opportunity Employer

Job summary

Jordan's is creating an exciting new opportunity for a Director of Customer Care to elevate our Taunton, MA contact center into a scalable, technology-enabled operation. This leader will shape how we support customers across every touchpoint, turning data and AI into a more consistent, responsive experience.

Based at our Taunton corporate office, this hybrid role requires building leaders, owning the omnichannel service strategy, and partnering with IT, e-commerce, and store operations to drive

Qualifications

• Bachelor's degree or equivalent; 8+ years of experience in customer care or related fields.
• Experience leading a scaled service organization and delivering transformation.
• Strong fluency in CRM/CCaaS, omnichannel service, self-service, analytics, and AI-enabled service solutions.
• Proven ability to influence across a matrixed organization and manage budgets.
• Retail/e-commerce/omnichannel experience preferred.

Responsibilities

• Lead the Customer Care function through managers and supervisors, setting strategy, priorities, budgets, and performance metrics.
• Own omnichannel service quality across ordering, delivery, pickup, returns, and handoffs.
• Translate customer feedback and data into root-cause fixes across products and processes.
• Own the customer-care technology roadmap, including CRM/CCaaS modernization, AI, and governance.
• Manage strategic service partners and vendor performance.
• Develop leadership depth and foster an inclusive, high-performance culture.

Skills

Leadership & coaching

Customer care strategy

Analytics & problem solving

Executive communication

Cross-functional influence

Education

Bachelor's degree in business/related field

MBA or advanced degree desired

Tools

CRM

CCaaS

AI-enabled service

Automation

Data analytics tools

Job description

Jordan's is creating an exciting new opportunity for a Director of Customer Care to elevate our operation into a scalable, technology-enabled model, based out of our Taunton, MA contact center. This leader will shape how we support customers across every touchpoint, turning data and technology into a more consistent, more responsive customer experience that delivers measurable business value. At Jordan's, we believe great service should feel as comfortable and memorable as the perfect sofa: thoughtful, welcoming, and built to last.

Our Director of Customer Care position is based out of our Taunton, MA Corporate office and is hybrid with two days working from home.

Why you'll love this job:

• Build the Future of Customer Care – Take the lead on a high-visibility transformation, introducing smarter technology, stronger processes, and new ways of working to create a seamless service experience for Jordan’s customers and teams.
• High-Impact Leadership – Lead, coach, and develop Customer Care managers and supervisors while shaping the strategy, priorities, and performance expectations for the function.
• Customer Experience Transformation – Use customer insights, service data, and root-cause analysis to improve the service experience across ordering, delivery, pickup, returns, and store-to-digital handoffs.
• Cross-Functional Influence – Partner with leaders across Stores, Delivery, E-commerce, Merchandising, IT, and other teams to improve service performance and drive meaningful change.

What You’ll do:

• Lead the Customer Care function through a team of managers and supervisors, setting strategy, annual priorities, budgets, and performance expectations.
• Own service quality for issues and resolution across the omnichannel journey (ordering support, payments, pickup, delivery, returns, store-to-digital handoffs) and ensure operational readiness for peak periods and escalations, tracked through a balanced scorecard of customer, financial, operational, and people metrics.
• Turn customer contacts, complaints, and behavioral data into root-cause fixes across products, policies, and processes.
• Own the customer-care technology and AI roadmap: service CRM/CCaaS modernization, conversational AI, agent assist, automation. This includes business cases and responsible-AI governance (accuracy, privacy, security, human oversight).
• Manage strategic service partners and customer protection programs, including performance and program economics.
• Develop the function's leadership layers: coaching and growing managers and supervisors, building bench strength and succession depth, and fostering an inclusive, high-performance team culture.

The impact you’ll make:

• Customer experience: material, sustained improvement in customer satisfaction (CSAT/NPS) and reduction in customer effort.
• Resolution performance: higher first-contact resolution, reduced average time to resolution, and fewer repeat contacts.
• Digital & AI adoption: increased self-service adoption and containment, with a demonstrable reduction in cost-to-serve tied to technology investment.
• Organization & vendor performance: improved service quality and employee engagement within the Customer Care organization, and vendor/partner performance against contracted standards.
• Productivity & cost: sustained productivity gains and disciplined cost-to-serve management across the service organization.

Who you are:

• Bachelor's degree preferably in business, operations, technology, engineering, analytics, or a related field, or an equivalent combination of education and experience; MBA or another relevant advanced degree valued, but not required.
• 8+ years of progressive experience across customer experience, customer care, digital commerce, operations, product operations, corporate strategy, business transformation, or management consulting.
• Demonstrated success leading a scaled service organization through managers and delivering complex transformation from strategy and business case through implementation, adoption, and measurable results.
• Experience in a scaled retail, e-commerce, marketplace, or omnichannel consumer business strongly preferred.
• Fluency in modern customer-care capabilities, including CRM, CCaaS, omnichannel service, self-service, automation, analytics, and AI-enabled service solutions.
• Strong analytical problem-solving, financial acumen, executive communication, and ability to influence across a complex matrixed organization.
• Prior enterprise-transformation, management-consulting, or corporate-strategy experience is valued, particularly when paired with meaningful operating, implementation, team, budget, or vendor responsibility.

What we Stand for—Where Work is Fun and Values Matter!

At Jordan’s, we live the J-Way! Our average employee tenure is 12 years! Every day, our team embodies values that make a real difference:

• We Care… a Lot – because kindness and support are at the heart of everything we do.
• We Do the Right Thing – integrity is non-negotiable.
• We Dare to Think Differently – innovation keeps us ahead of the game.
• We Make Work Fun – yes, fun! Because great energy fuels great work.

Pay Range: $164,000 to $205,000 per year. We share our pay range because transparency matters. This reflects what we reasonably expect to pay for this role based on experience and performance.

Jordan’s is an Equal Opportunity Employer.