Director, Customer Care - Remote

TE Connectivity; United States; Remote; USD 80,000 - 150,000; Full time

Job summary

An established industry player is searching for a dynamic leader to oversee its global Customer Care organization. This strategic role is pivotal in ensuring customer satisfaction and operational excellence. The successful candidate will build a world-class customer service team, develop global processes, and collaborate with senior leadership across various functions to implement impactful solutions. If you are passionate about driving customer experience and leading a high-performing team in a fast-paced environment, this is the perfect opportunity to make a significant impact in the medical industry.

Benefits

Competitive Salary Package

Performance-Based Bonus Plans

Health and Wellness Incentives

Employee Stock Purchase Program

Community Outreach Programs

Employee Resource Group

Qualifications

• 10-15+ years in leadership roles within customer service or related fields.
• Experience with Lean, Six Sigma, or TEOA principles for process improvement.

Responsibilities

• Lead and develop a global Customer Care strategy aligned with business goals.
• Foster a culture of accountability and continuous improvement in customer service.

Skills

Leadership

Customer Service

Process Improvement

Stakeholder Management

Communication Skills

Education

Bachelor’s Degree

MBA or Advanced Degree

Tools

SAP

Salesforce

Case Management Platforms

Job description

At TE, you will unleash your potential working with people from diverse backgrounds and industries to create a safer, sustainable and more connected world.

Job Overview

TE Connectivity is a $16 billion global leader in highly engineered connectivity and sensor products. Within our Industrial Solutions Segment, TE Medical is a profitable and fast-growing business unit delivering innovative solutions to OEM customers in the medical industry. Our portfolio includes catheter delivery systems, complex micro assemblies, and smart, connected medical devices that improve patient outcomes and advance the future of healthcare.

At TE Medical, we put the customer at the center of everything we do. By leveraging deep engineering expertise and cross-industry innovation, we partner closely with our customers to solve their most complex challenges and deliver meaningful impact to patients around the world.

We are seeking an experienced and dynamic leader to oversee our global Customer Care organization. This highly visible and strategic role is critical to driving customer satisfaction, operational excellence, and organizational scalability. The leader in this position will be responsible for building and leading a world-class customer service team, developing global processes, and ensuring a seamless, responsive experience for our customers. This individual will partner with senior leadership across Operations, Sales, Marketing, IT, Product Management, and other business units to champion the voice of the customer and implement impactful solutions.

Key Responsibilities:

1. Establish and execute a global Customer Care strategy that aligns with TE Medical’s business objectives and supports sustainable growth.
2. Champion an extraordinary customer experience by driving responsiveness, empathy, and operational efficiency across all touchpoints.
3. Lead, mentor, and develop a diverse, high-performing team across multiple regions; foster a culture of accountability, continuous improvement, and customer obsession.
4. Act as a key liaison between Sales, Operations, Supply Chain, Planning, Production, Quality, and IT to proactively resolve issues and meet customer commitments.
5. Partner with Sales and Operations to resolve critical delivery or service challenges; directly engage with customers when needed to restore confidence and satisfaction.
6. Lead the transformation of Customer Care using TE Operating Advantage (TEOA) tools and methodologies to streamline operations and drive consistency across regions.
7. Define and track key performance indicators (KPIs); analyze trends and take action to improve service levels, reduce costs, and increase productivity.
8. Ensure alignment to corporate policies, procedures, and best practices to uphold TE’s standards of integrity and excellence.
9. Identify opportunities to simplify processes, leverage automation, and enhance the use of technology to scale service delivery.
10. Develop succession plans and internal talent pipelines to build leadership bench strength and enable long-term organizational success.

Candidate Profile:

1. Bachelor’s degree required; MBA or advanced degree preferred.
2. 10–15+ years of progressive leadership experience in customer service, sales operations, supply chain, or related functions within a global, matrixed organization.
3. Proven ability to drive strategic initiatives while managing daily operations in a fast-paced, customer-driven environment.
4. Strong business acumen with the ability to influence and align cross-functional stakeholders.
5. Hands-on experience implementing process improvement initiatives, preferably using Lean, Six Sigma, or TEOA principles.
6. Demonstrated ability to recruit, coach, and retain high-performing teams.
7. Experience leading through transformation and managing organizational change.
8. Familiarity with enterprise systems such as SAP, Salesforce, and case management platforms.
9. Comfortable presenting to executive leadership and engaging directly with key customers.
10. Global mindset with exceptional interpersonal, verbal, and written communication skills.
11. Willingness to travel up to 25% domestically and internationally.
12. A strong customer-first attitude and experience of customer relationship management.
13. Effective stakeholder management, both internal and external.
14. A results-driven individual who is commercially astute.
15. The ability to have business-based discussions focused on business value.
16. Capable of working under pressure and to measurable KPIs.
17. The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer.
18. The ability to facilitate discussion, give feedback and put words into action.

Competencies

1. Managing and Measuring Work
2. Motivating Others
3. Building Effective Teams

Values: Integrity, Accountability, Inclusion, Innovation, Teamwork
SET: Strategy, Execution, Talent (for managers)

ABOUT TE CONNECTIVITY

TE Connectivity plc (NYSE: TEL) is a global industrial technology leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions enable the distribution of power, signal and data to advance next-generation transportation, energy networks, automated factories, data centers, medical technology and more. With more than 85,000 employees, including 9,000 engineers, working alongside customers in approximately 130 countries, TE ensures that EVERY CONNECTION COUNTS. Learn more at www.te.com and on LinkedIn, Facebook, WeChat, Instagram, and X (formerly Twitter).

WHAT TE CONNECTIVITY OFFERS:

We are pleased to offer you an exciting total package that can also be flexibly adapted to changing life situations - the well-being of our employees is our top priority!

1. Competitive Salary Package
2. Performance-Based Bonus Plans
3. Health and Wellness Incentives
4. Employee Stock Purchase Program
5. Community Outreach Programs / Charity Events
6. Employee Resource Group

Across our global sites and business units, we put together packages of benefits that are either supported by TE itself or provided by external service providers. In principle, the benefits offered can vary from site to site.