VP of Customer Care

Job description

Overview The Vice President of Customer Care is a senior leadership role responsible for developing and executing strategies that ensure exceptional customer service and support. This position will oversee all customer care operations, including call centers and customer technical support teams. The ideal candidate will have a strong background in customer service, exceptional leadership skills, and a passion for creating a customer-obsessed culture. This role is required to sit onsite in our Charlotte, NC HQ Uptown location (Hybrid - 3 days per week). What you’ll do: Strategic Leadership: - Develop and implement a comprehensive customer care strategy aligned with the company's vision and goals. - Drive initiatives to enhance the overall customer experience and satisfaction. Operational Management: - Oversee day-to-day operations of customer care teams, ensuring high-quality service delivery. - Establish and monitor performance metrics to evaluate the effectiveness of customer care processes and identify areas for improvement. - Implement and manage customer care technologies and systems to improve efficiency and service quality. Team Leadership: - Lead, mentor, and develop a high-...