Director, Customer Care

## Director, Customer CareApplylocations: United States - El Paso, TX: Remote, United Statestime type: Full timeposted on: Posted 10 Days Agotime left to apply: End Date: August 18, 2026 (30+ days left to apply)job requisition id: R57537**Job Summary:**The Director, Customer Care is a newly created role within Elovate. This leader will own post-issuance customer operations end-to-end — including customer service, Help Desk, correspondence, court packages, and customer success. The Director will consolidate contact center operations in El Paso, build the infrastructure for long-term customer referenceability, and drive continuous improvement and scalable service delivery.**Job Description:****Responsibilities**### Help Desk Standup* Lead the design, staffing, and launch of Elovate’s 24×7 Help Desk* Define Tier I and Tier II support scope, escalation paths, and SLA targets.* Hire and onboard the Help Desk Supervisor and build the team to operationalize round-the-clock support.### Customer Operations Leadership* Own post-issuance customer operations end-to-end: customer service, Help Desk, correspondence, court packages, and customer success.* Lead the consolidation of customer service operations into the El Paso contact center, reducing dispersed operations and improving throughput.* Establish clear performance metrics for customer operations, including CSAT, SLA adherence, escalation rates, and ticket resolution times.* Serve as the senior escalation point for complex, sensitive, or unresolved customer and client contacts.### Team Leadership & Development* Directly manage the Customer Care Supervisors, Help Desk Supervisor and Contact Center Supervisor.* Set individual and team performance goals aligned with departmental SLAs and organizational objectives.* Partner with HR on hiring, onboarding, performance management, and employee relations matters.* Build a culture of accountability, quality, and continuous improvement across Customer Care and Help Desk functions.* Identify high-potential team members and create development pathways to support internal growth.### Continuous Improvement & Scalability* Shift focus from exception handling and daily execution to process optimization, automation opportunities, and capacity planning.* Develop a scalable operating model that supports new program onboarding without requiring structural redesign.* Partner with Processing and Post-Issuance leadership to reduce unnecessary handoffs, improve throughput, and increase accountability.* Contribute to LD reduction targets by improving expiry management and service responsiveness under centralized operations.### Reporting & Stakeholder Communication* Produce regular operational reports and performance summaries for the VP of Operations and senior leadership.* Communicate proactively with Program Management, Field Service, and client-facing stakeholders on Customer Care and Help Desk performance.* Surface operational risks, staffing concerns, or SLA threats early and propose solutions.* Build feedback loops between Customer Care and Product/R&D to surface systemic issues impacting customer satisfaction.**Requirements*** 7+ years of experience in customer operations, contact center leadership, or service delivery management.* Demonstrated experience standing up or scaling a Help Desk or customer support function, including hiring, tooling, and SLA design.* Track record of leading through organizational change — restructuring teams, realigning spans of control, and centralizing distributed operations.* Strong analytical skills with ability to define, track, and improve operational KPIs.* Experience partnering cross-functionally with Program Management, Operations, and Product/R&D.* Excellent communication and interpersonal skills; comfortable presenting to senior leadership and engaging with external clients.* Proficient with contact center platforms, CRM tools, ticketing systems, and Microsoft Office Suite.* Travel 20%**Nice to Haves*** Experience in ATE (automated traffic enforcement), government technology, or similarly regulated or contracted service environments.* Experience managing geographically distributed or centralized contact center operations across multiple programs or geographies.* Familiarity with citation management systems or payment processing platforms.* Background in process automation or continuous improvement methodologies (Lean, Six Sigma, ITIL, or equivalent).**AI & Technology**Elovate actively embraces AI tools to improve operations, service delivery, and team performance. Directors are expected to lead adoption within their functions.* Evaluate and implement AI-assisted tools that support contact center operations, workforce management, quality monitoring, and Help Desk performance.* Champion AI adoption within the team — identifying opportunities where AI can reduce manual effort, improve response quality, or enhance the customer experience.* Use AI-powered analytics and dashboards to monitor performance trends, surface coaching opportunities, and make data-driven operational decisions.* Establish and communicate team standards for responsible AI use, including when AI outputs must be reviewed or verified by a human before action is taken.**About Elovate**Elovate, a Modaxo company, has been a trusted partner to municipalities and state agencies for over 30 years. We deliver data-driven automated traffic enforcement solutions — covering speed, red light, school zone, and work zone safety — designed to prevent dangerous driving behaviors before they lead to incidents. Our mission is simple: protect lives and create safer roads for the communities we serve. As part of Modaxo, a global collective of people-movement technology companies, we combine deep industry expertise with innovative technology to make meaningful, lasting impact.**Worker Type:**Regular**Number of Openings Available:**1 #J-18808-Ljbffr