Hybrid Director, Customer Care Transformation

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

Job summary

Jordan's Furniture seeks a Director of Customer Care to elevate our Taunton, MA contact center into a scalable, technology-enabled model. The role leads a team of managers, shapes strategy, and drives data-driven improvements across ordering, delivery, returns, and store-to-digital handoffs.

The ideal candidate brings 8+ years in customer experience and strong change-management, with CRM/CCaaS fluency and a track record of guiding enterprise-scale transformations.

Qualifications

• Bachelor's degree or equivalent in business, operations, technology, analytics, or related field.
• 8+ years in customer care, operations, or transformation.
• Experience leading a scaled service organization with managers.
• Retail/e-commerce omnichannel experience preferred.
• Fluency in CRM, CCaaS, omnichannel service, automation, analytics, AI-enabled service solutions.

Responsibilities

• Lead Customer Care through managers and supervisors with strategy, priorities, budgets, and performance expectations.
• Own service quality across omnichannel journey and ensure readiness for peak periods.
• Turn customer contacts and data into root-cause fixes across products and policies.
• Own customer-care technology and AI roadmap including governance.
• Manage strategic service partners and customer protection programs.
• Develop leadership layers and foster an inclusive high-performance culture.

Skills

CRM & CCaaS

Executive comms

Analytics

Leadership

Budget management

Cross-functional influence

Education

Bachelor's degree

MBA or advanced degree

Tools

CRM systems

CCaaS platforms

AI-enabled tools

Job description

Jordan's Furniture seeks a Director of Customer Care to elevate our Taunton, MA contact center into a scalable, technology-enabled model. The role leads a team of managers, shapes strategy, and drives data-driven improvements across ordering, delivery, returns, and store-to-digital handoffs.

The ideal candidate brings 8+ years in customer experience and strong change-management, with CRM/CCaaS fluency and a track record of guiding enterprise-scale transformations.