Director, Customer Care

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‑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. #J-18808-Ljbffr Jobtailor