Director, Customer Care

We are seeking an experienced and strategic leader to join our organization as Director, Customer Care. In this role, you will lead the overall performance, execution, and evolution of the Customer Care function—ensuring a high-quality customer experience while driving operational efficiency, team development, and revenue influence outcomes.You will oversee a team of Customer Care Managers and their respective teams, providing leadership across daily operations, performance management, workforce strategy, and continuous improvement initiatives. This role requires a balance of strategic thinking, operational rigor, and strong people leadership to successfully execute in a high-volume, multi-channel environment. A successful candidate will demonstrate the ability to translate strategy into execution, build high-performing teams, and continuously optimize processes to improve both customer and business outcomes.For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer, testaments to the value we place on workplace culture.We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.Verisk BusinessesUnderwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precisionClaims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiencesProperty Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficientSpecialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governanceCatastrophe and Risk Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.Marketing Solutions — delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagementLife Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become strongerVerisk Analytics is an equal opportunity employer.Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.Verisk Employee Privacy NoticeBachelor’s degree or equivalent experience preferred8+ years of experience in customer service, support, sales, or account management environments4+ years of leadership experience managing managers or large teamsStrong understanding of accounting principles (A/R) with work experience preferredStrong understanding of contact center operations and performance metrics (ASA, FCR, CSAT, SQ, etc.)Proven ability to lead large teams through change and transformationDemonstrated success in improving customer experience and operational efficiencyStrong analytical skills with the ability to interpret data and drive decisionsExcellent communication and executive presenceExperience with CRM tools (e.g., Salesforce), workforce management systems, and SQ programsExperience working in a blended service + revenue environment preferredSuccess ProfileConsistently delivers strong performance across team KPIs and operational metricsBuilds and develops high-performing managers and teamsDemonstrates strong command of both real-time operations and long-term strategyDrives measurable improvements in CSAT, FCR, efficiency, and service levelsSuccessfully embeds revenue-influencing behaviors across the organizationCreates alignment between customer experience, operational efficiency, and business outcomesRole Scope & StructureLeads the Customer Care organization, including multiple managers and their teamsResponsible for performance across all service channels (phone, chat, email, etc.)Reports directly to the Vice President, Support ServicesOperates in a high-volume, customer-centric, and performance-driven environment#LI-LM03#LI-HybridOrganizational Leadership & StrategyLead the Customer Care organization, ensuring alignment with company and departmental objectivesTranslate strategic priorities into executable operational plans across the teamDefine and evolve the operating model for a blended service, sales, and revenue-influencing functionPartner with senior leadership (including VP-level) to set direction, priorities, and performance expectationsOperational Excellence & Performance OwnershipOwn overall performance across critical KPIs, including: Customer Satisfaction (CSAT)First Contact Resolution (FCR)Service Quality (SQ)Average Speed of Answer (ASA)Abandon rates and backlog healthRevenue quotasEnsure consistent execution of real-time operational management practices across teamsMonitor trends, identify risks, and proactively adjust strategy to maintain service levelsOversee workforce planning, staffing models, and capacity alignment to meet demandPeople Leadership & Team DevelopmentLead and develop Customer Care Managers, ensuring consistent leadership practices across the organizationEstablish clear performance expectations and accountability at all levelsDrive a culture of coaching, development, and continuous improvementEnsure effective succession planning, talent development, and organizational scalabilityPromote a high-performance, engaged, and customer-focused team environmentCoaching & Quality StrategyPartner with the Service Quality team to ensure effective SQ frameworks, calibration, and evaluation consistencyDefine quality standards and ensure they are consistently applied across teamsDrive targeted coaching strategies to improve team performance in: Customer experienceTechnical accuracySolution-oriented behaviorsMonitor effectiveness of coaching programs and adjust as neededCustomer Experience & Continuous ImprovementChampion a consistent, high-quality customer experience across all interaction channelsUse data and insights to identify systemic issues impacting customer satisfactionLead cross-functional efforts to improve processes, tools, and workflowsDrive initiatives to improve efficiency, reduce friction, and enhance overall service deliveryRevenue Influence Leadership (No Quotas)Lead the integration of revenue-influencing behaviors into the Customer Care functionEnsure teams effectively: Identify customer needsRecommend appropriate solutionsSupport expansion and retention opportunitiesMonitor revenue influence metrics and coach leaders on improving outcomesMaintain balance between customer experience and business growth objectivesCross-Functional CollaborationPartner with Sales, Product, Support, and other teams to address customer needs and improve outcomesServe as a key stakeholder in initiatives related to customer experience, product feedback, and operational improvementsAlign cross-functional teams on priorities impacting customer success and service deliveryAdministrative & Leadership ResponsibilitiesOversee performance reporting, KPI tracking, and business reviews (weekly, monthly, quarterly)Provide regular updates and insights to senior leadership on team performance and trendsParticipate in budgeting, workforce planning, and compensation alignmentLead or contribute to strategic initiatives and organizational changesFull timePosting Date: 2026-08-12