Director of Customer Care & Experience

HireNetworks; Mequon (WI); On-site; USD 170,000 - 230,000; Full time

Benefits offered by this job

Equal opportunity employer

Job summary

A leading recruitment firm is seeking a Director of Customer Care to enhance the customer experience across service channels. This role involves overseeing operations, leading a team, and developing strategies to improve service quality. The ideal candidate should have extensive customer care leadership experience and be capable of driving performance in a dynamic environment. Responsibilities include managing KPIs, supporting workforce planning, and ensuring compliance with standards. A bachelor's degree and significant experience in customer care are required.

Qualifications

• Minimum of 7–10 years of progressive customer service or customer care experience.
• At least 3–5 years in a leadership role.
• Proven experience in a fast-paced environment.

Responsibilities

• Lead the overall Customer Care function.
• Develop customer care strategies.
• Establish and monitor KPIs.

Skills

Leadership

Problem-solving

Customer service

Analytical skills

Communication

Education

Bachelor’s degree in Business Administration or related field

Tools

CRM systems

Customer service platforms

Job description

Director of Customer Care (permanent position) – Mequon, WI

Our client is seeking a strategic, customer-focused, and results-driven Director of Customer Care to lead and elevate the customer experience across all service channels. This role is responsible for overseeing the daily operations, performance, and continuous improvement of the Customer Care function, ensuring exceptional support for customers, patients, providers, and business partners. In this role, you will develop service strategies, lead and mentor team members, establish performance standards, and partner cross-functionally to improve processes, resolve escalated issues, and strengthen overall customer satisfaction and loyalty.

This is a unique role that reports to the SVP, Operations and Supply Chain, and the ideal candidate brings strong leadership experience, operational discipline, and a passion for delivering a high-quality customer experience in a fast-paced environment. In this role, you will own the end-to-end supplier and sourcing strategy that keeps our client’s science-backed, product portfolio of more than 75 SKUs on shelves and competitively priced for clinics, coaches, and e-commerce customers. You will also steer the upstream product-pipeline roadmap—partnering with R&D, QA, and Marketing team to ensure supply capability is designed in from concept through commercialization. Join our client as they begin their growth journey. This is a permanent opportunity in the Mequon, WI area. No visa sponsorship or subcontracting arrangements are available.

Essential Duties and Responsibilities

• Lead the overall Customer Care function, including day-to-day operations, service delivery, and team performance.

• Develop and implement customer care strategies that align with company goals and support an exceptional customer experience.

• Establish, monitor, and report on key performance indicators (KPIs), including response times, resolution times, service levels, quality scores, and customer satisfaction metrics.

• Own the OTIF (On Time In Full) metric and work cross-functionally with all managers who contribute to this metric.

• Build, coach, and develop a high-performing customer care team, including managers, supervisors, and frontline staff.

• Create a culture of accountability, professionalism, empathy, and continuous improvement within the department.

• Oversee escalation management and ensure timely, effective resolution of complex customer concerns.

• Identify process improvement opportunities and implement solutions that enhance efficiency, consistency, and service quality.

• Focus on order automation including EDI, RPA, and similar technology.

• Partner with Operations, Sales, Marketing, Product, Quality, Logistics, and other internal teams to address service-related challenges and improve the customer journey.

• Analyze trends in customer feedback, complaints, returns, and service issues to identify root causes and recommend corrective actions.

• Ensure compliance with company policies, service standards, and applicable regulatory or quality requirements.

• Support workforce planning, scheduling, budgeting, and resource allocation to meet service demands. • Develop and maintain training programs, standard operating procedures, and service documentation for the Customer Care team.

• Evaluate customer care systems, tools, and technologies to improve productivity, reporting, and customer engagement.

• Provide regular updates and recommendations to executive leadership regarding customer care performance, risks, and strategic opportunities.

• Manage off-shore team in India monitoring metrics and service levels within that small team.

Qualifications required:

• Bachelor’s degree in Business Administration, Communications, Healthcare Administration, Operations, or related field preferred.

• Order automation experience including EDI, RPA, and similar technology is a must.

• Minimum of 7–10 years of progressive customer service or customer care experience, with at least 3–5 years in a leadership role.

• Proven experience leading customer care, contact center, or service operations in a fast-paced environment.

• Strong leadership, coaching, and team development skills.

• Demonstrated ability to drive process improvements and operational performance.

• Excellent problem-solving, conflict resolution, and decision-making abilities.

• Strong verbal and written communication skills with the ability to interact effectively across all levels of the organization.

• Experience using customer service platforms, CRM systems, and reporting tools.

• Experience automating order entry and order management functions.

• Strong analytical skills with the ability to interpret data and make informed business decisions.

• Ability to manage multiple priorities while maintaining a high level of professionalism and customer focus.

• Experience in manufacturing, healthcare, durable medical equipment or consumer products is a plus.

• Strategic thinking

• Team leadership and development

Contact Martha Michaux at [e-mail] or [phone] x314 with questions regarding this posting. A Word resume is preferred when applying.

When looking for a job, have you ever heard the phrase… it is not about what you know, it is who you know? At HireNetworks, it really is all about who we know. Whether your current contract is coming to a close, you’re looking to advance your career or are a company on the hunt for new talent and wanting to expand…let HireNetworks put our networks to work for you. HireNetworks is an equal opportunity employer.