Director of Customer Experience & Care (Hybrid)

Culligan International; Rosemont (IL); Hybrid; USD 115,000 - 135,000; Full time

Benefits offered by this job

Paid time off

Health insurance

401(k) plan

Dental and vision benefits

Job summary

A leading water treatment company is seeking a Director of Customer Service in a hybrid role. The successful candidate will lead customer care for their multi-brand eCommerce business, ensuring alignment with company strategies. With over 10 years of experience in customer service leadership, the Director will drive excellence across customer interactions and oversee continuous improvement initiatives. Responsibilities include collaborating with cross-functional teams and enhancing service technology. Competitive salary and benefits offered.

Qualifications

• 10+ years of leadership experience in Customer Service/Customer Experience, ideally in eCommerce.
• Proven experience leading large multi-channel customer service teams.
• Strong understanding of CRM, helpdesk, or contact center technologies.

Responsibilities

• Lead and direct customer care functions for a multi-brand eCommerce business.
• Define vision and roadmap for the Customer Service team.
• Oversee operations of Customer Care across all channels.

Skills

Customer-Centric Mindset

Strategic Thinking

Data-Driven Decision Making

People Leadership & Coaching

Problem Solving & Resolution

Cross-Functional Collaboration

Education

Bachelor’s degree

Tools

Zendesk

Salesforce Service Cloud

Gorgias

Job description

A leading water treatment company is seeking a Director of Customer Service in a hybrid role. The successful candidate will lead customer care for their multi-brand eCommerce business, ensuring alignment with company strategies. With over 10 years of experience in customer service leadership, the Director will drive excellence across customer interactions and oversee continuous improvement initiatives. Responsibilities include collaborating with cross-functional teams and enhancing service technology. Competitive salary and benefits offered.