Director, Customer Care

Job description

Job Description The Director of Customer Care is a key position in our company transforming our Customer Care organization. This role is responsible for elevating customer experience by evaluating and evolving our customer care model, which has been scaled alongside business growth and acquisitions. The incumbent will ensure internal and external customer journeys are seamless—enabled through a single point of entry and a customer-centric team delivering personalized, high-value interactions aligned to customer attributes. This leader will ensure that people, processes, systems, and third-party resources are harmonized and simplified to deliver end-to-end transparency, aligned KPIs, and consistently high customer satisfaction. In parallel, the role will oversee vendor partnerships supporting Customer Care, including contract employees and outsourced services, ensuring efficiency, compliance, and cost optimization. The role will define, create, and lead the implementation and execution of innovative strategies that deliver a consistent, trusted service experience for our company's Animal Health customers. To create competitive advantage and drive revenue growth through engaged custo...