Director, Customer Care

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 functionensuring 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.

Responsibilities

Organizational Leadership & Strategy

• Lead the Customer Care organization, ensuring alignment with company and departmental objectives
• Translate strategic priorities into executable operational plans across the team
• Define and evolve the operating model for a blended service, sales, and revenue-influencing function
• Partner with senior leadership (including VP-level) to set direction, priorities, and performance expectations

Operational Excellence & Performance Ownership

• Own 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 health, Revenue quotas
• Ensure consistent execution of real-time operational management practices across teams
• Monitor trends, identify risks, and proactively adjust strategy to maintain service levels
• Oversee workforce planning, staffing models, and capacity alignment to meet demand

People Leadership & Team Development

• Lead and develop Customer Care Managers, ensuring consistent leadership practices across the organization
• Establish clear performance expectations and accountability at all levels
• Drive a culture of coaching, development, and continuous improvement
• Ensure effective succession planning, talent development, and organizational scalability
• Promote a high-performance, engaged, and customer-focused team environment

Coaching & Quality Strategy

• Partner with the Service Quality team to ensure effective SQ frameworks, calibration, and evaluation consistency
• Define quality standards and ensure they are consistently applied across teams
• Drive targeted coaching strategies to improve team performance in: Customer experience, Technical accuracy, Solution-oriented behaviors
• Monitor effectiveness of coaching programs and adjust as needed

Customer Experience & Continuous Improvement

• Champion a consistent, high-quality customer experience across all interaction channels
• Use data and insights to identify systemic issues impacting customer satisfaction
• Lead cross-functional efforts to improve processes, tools, and workflows
• Drive initiatives to improve efficiency, reduce friction, and enhance overall service delivery

Revenue Influence Leadership (No Quotas)

• Lead the integration of revenue-influencing behaviors into the Customer Care function
• Ensure teams effectively: Identify customer needs, Recommend appropriate solutions, Support expansion and retention opportunities
• Monitor revenue influence metrics and coach leaders on improving outcomes
• Maintain balance between customer experience and business growth objectives

Cross-Functional Collaboration

• Partner with Sales, Product, Support, and other teams to address customer needs and improve outcomes
• Serve as a key stakeholder in initiatives related to customer experience, product feedback, and operational improvements
• Align cross-functional teams on priorities impacting customer success and service delivery

Administrative & Leadership Responsibilities

• Oversee performance reporting, KPI tracking, and business reviews (weekly, monthly, quarterly)
• Provide regular updates and insights to senior leadership on team performance and trends
• Participate in budgeting, workforce planning, and compensation alignment
• Lead or contribute to strategic initiatives and organizational changes

Qualifications

• Bachelor's degree or equivalent experience preferred
• 8+ years of experience in customer service, support, sales, or account management environments
• 4+ years of leadership experience managing managers or large teams
• Strong understanding of accounting principles (A/R) with work experience preferred
• Strong understanding of contact center operations and performance metrics (ASA, FCR, CSAT, SQ, etc.)
• Proven ability to lead large teams through change and transformation
• Demonstrated success in improving customer experience and operational efficiency
• Strong analytical skills with the ability to interpret data and drive decisions
• Excellent communication and executive presence
• Experience with CRM tools (e.g., Salesforce), workforce management systems, and SQ programs
• Experience working in a blended service + revenue environment preferred

Success Profile

• Consistently delivers strong performance across team KPIs and operational metrics
• Builds and develops high-performing managers and teams
• Demonstrates strong command of both real-time operations and long-term strategy
• Drives measurable improvements in CSAT, FCR, efficiency, and service levels
• Successfully embeds revenue-influencing behaviors across the organization
• Creates alignment between customer experience, operational efficiency, and business outcomes

Role Scope & Structure

• Leads the Customer Care organization, including multiple managers and their teams
• Responsible for performance across all service channels (phone, chat, email, etc.)
• Reports directly to the Vice President, Support Services
• Operates in a high-volume, customer-centric, and performance-driven environment

About Us

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 Businesses

• Underwriting Solutions provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precision
• Claims Solutions supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiences
• Property 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 efficient
• Specialty 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 governance
• Catastrophe 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 engagement
• Life Insurance Solutions offers end-to-end, data insight-driven core