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Director Customer Care Operations Jobs (NOW HIRING)

Frontier Airlines

Sr. Director, Customer Care

Denver, CO · On-site

$151K - $201K/yr

The Sr. Director, Customer Care will serve as a champion for Frontier's customers, developing ... Lead Operational Oversight of care efforts, establishing a global roadmap based on SLAs and KPIs.

Elephas

Director, Customer Operations

Madison, WI · On-site

Summary Elephas, a Madison, WI based biotechnology company, is seeking a Director of Customer Operations to design and build our customer service infrastructure and manage day-to-day customer service ...

Elephas

Director, Customer Operations

Madison, WI

Summary Elephas, a Madison, WI based biotechnology company, is seeking a Director of Customer Operations to design and build our customer service infrastructure and manage day-to-day customer service ...

K Health

Director, Virtual Care Operations

New York, NY · Hybrid

We are looking for a Director of Virtual Care Operations to lead and scale a fast-paced healthcare ... customer support, healthcare operations, or other high-volume service environments * 4+ years of ...

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Director Customer Care Operations information

See salary details

$34K

$107.7K

$179.5K

How much do director customer care operations jobs pay per year?

As of Jun 14, 2026, the average yearly pay for director customer care operations in the United States is $107,680.00, according to ZipRecruiter salary data. Most workers in this role earn between $75,500.00 and $135,500.00 per year, depending on experience, location, and employer.

What are the main challenges a Director of Customer Care Operations might face when leading large, cross-functional teams?

A Director of Customer Care Operations often manages diverse teams across multiple locations, which can present challenges in maintaining consistent service standards and communication. Coordinating different departments such as customer support, quality assurance, and training requires strong leadership and the ability to align goals across functions. Adapting to rapidly evolving customer expectations and integrating new technologies are also common hurdles. Successful directors foster collaboration, implement clear processes, and prioritize ongoing professional development to overcome these challenges.

What is the difference between Director Customer Care Operations vs Customer Service Manager?

AspectDirector Customer Care OperationsCustomer Service Manager
ResponsibilitiesOversees multiple customer care teams, develops strategies, manages budgets, and improves overall customer experienceManages daily customer service team activities, handles escalations, and ensures team performance
Required CredentialsBachelor's degree, experience in customer care, leadership skillsBachelor's degree, customer service experience, team management skills
Work EnvironmentStrategic, cross-departmental, leadership-focusedOperational, team-oriented, customer-facing
Industry UsageCommon in large organizations and corporationsFound in various industries, especially retail, telecom, and hospitality

The main difference is that the Director Customer Care Operations focuses on strategic leadership and overall customer care policies, while the Customer Service Manager handles day-to-day team management and customer interactions. The director role involves broader oversight and planning, whereas the manager role is more operational and team-focused.

What does a Director of Customer Care Operations do?

A Director of Customer Care Operations oversees the strategy, execution, and continuous improvement of a company's customer service functions. They lead teams responsible for delivering exceptional customer experiences, manage budgets, set service standards, and implement technologies to streamline support. This role often collaborates with other departments to ensure customer needs are met and uses data-driven approaches to enhance service quality. They are accountable for key performance indicators (KPIs) such as customer satisfaction, response times, and resolution rates.

What are the key skills and qualifications needed to thrive as a Director of Customer Care Operations, and why are they important?

To thrive as a Director of Customer Care Operations, you need extensive experience in customer service leadership, operational management, and strategic planning, often supported by a bachelor's or master's degree in business or a related field. Familiarity with CRM platforms (such as Salesforce or Zendesk), workforce management systems, and data analytics tools is crucial. Strong interpersonal skills, problem-solving abilities, and a talent for motivating teams distinguish top performers in this role. These skills are essential for driving customer satisfaction, optimizing service operations, and ensuring organizational goals are met efficiently.
More about Director Customer Care Operations jobs
What cities are hiring for Director Customer Care Operations jobs? Cities with the most Director Customer Care Operations job openings:
What are the most commonly searched types of Customer Care Operations jobs? The most popular types of Customer Care Operations jobs are:
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What job categories do people searching Director Customer Care Operations jobs look for? The top searched job categories for Director Customer Care Operations jobs are:
Director Customer Care Operations jobs near you
Infographic showing various Director Customer Care Operations job openings in the United States as of June 2026, with employment types broken down into 3% As Needed, 76% Full Time, 10% Part Time, and 11% Contract. Highlights an 94% Physical, 1% Hybrid, and 5% Remote job distribution, with an average salary of $107,680 per year, or $51.8 per hour.
Senior Director, Customer Care

Senior Director, Customer Care

David Yurman

Lyndhurst, NJ • On-site

Full-time

Medical, Retirement, PTO

Posted 27 days ago

David Yurman rating

8.0

Company rating: 8.0 out of 10

Based on 7 frontline employees who took The Breakroom Quiz

4th of 28 rated jewelry retailers

Job description

About Us
David Yurman is a celebrated American jewelry company founded in New York by David Yurman, a sculptor, and his wife, Sybil, a painter and ceramicist. When the artists began collaborating, their goal was simply to make beautiful objects to wear. Led today by their son Evan, David Yurman creates timeless, yet contemporary collections for women and men defined by inspiration, innovation, consummate craftsmanship and cable - the brand's artistic signature. David Yurman collections are available at retail stores throughout the United States, Canada, Hong Kong and France and at locations worldwide, through their exclusive authorized fine jewelry and timepiece network of retailers.
Our Values
At David Yurman, creativity, innovation and impeccable craftsmanship are at the core of everything we do. Fueled by the energy of our hometown, New York City, artistic passion informs each and every jewelry design. The Yurman family's guiding vision continually defines and redefines what it means to be the preeminent American luxury jewelry brand. We are committed to responsible business and social practices and to the protection and advancement of human rights. We believe in partnering with others who share these values and understand their importance.
Job Description
Senior Director, Customer Care
Overview David Yurman is seeking a Senior Director of Customer Care to lead and scale a high-performing, luxury service organization across all customer touchpoints. Reporting to the VP of OMNI Operations, this role is responsible for day-to-day operations, performance management, and continuous improvement of a multi-channel Customer Care function, including inbound/outbound contact center operations and after-sales service (repairs). This leader will drive a productive, metrics-based, and accountable organization that delivers exceptional service while supporting revenue growth, customer retention, and brand loyalty. The role requires strong operational expertise, team leadership, and hands-on experience with enabling technologies including Salesforce Service Cloud.
Key Responsibilities
Customer Care Operations
  • Lead daily operations across all Customer Care contact channels (phone, email, chat, outbound outreach and planned launch of SMS)
  • Oversee internal teams: Core Customer Service, Sales and Clienteling, Care and Service (Repairs), Training and Quality, Operations
  • Execute against defined service strategy with clear accountability for KPIs (SLA, AHT, FCR and conversion)
  • Identify and implement process improvements to reduce customer friction, increase efficiency, consistency, and service quality
  • Ensure seamless support for customers of eCommerce, Retail and Wholesale. Support DY eCommerce team, Retail Stores and Wholesale Sales Support

Team Leadership & Performance
  • Lead, coach, and develop Customer Care managers and frontline teams
  • Establish performance management routines, including KPI tracking, quality assurance, adherence to schedule, and coaching frameworks
  • Partner with HR on hiring, onboarding, retention strategies and performance management.
  • Drive a culture of accountability, responsiveness, and continuous improvement

Customer Experience & Insights
  • Elevate the customer experience by identifying pain points and implementing practical solutions
  • Leverage customer feedback and operational data to inform improvements
  • Ensure service delivery aligns with luxury brand expectations

Technology & Systems
  • Partner with Digital/IT teams to optimize Customer Care systems, including Salesforce Service Cloud, Order Management, Marketing Cloud, and Experience Cloud, Commerce Cloud for OOBO and CSC.
  • Drive adoption and effective use of tools to improve agent productivity and reporting accuracy
  • Champion the Customer Experience with cross functional tech teams, supporting system enhancements and process standardization

Service & Repairs
  • Oversee customer-facing aspects of repair/service processes, ensuring clear communication and timely resolution
  • Continue to establish standards to scale this program.
  • Champion the customer and preserve brand loyalty.
  • Partner with Operations/Supply Chain to improve turnaround times and transparency

Cross-Functional Partnership
  • Collaborate with Retail, eCommerce, and Operations teams to align on service standards and execution
  • Ensure SOPs are clearly defined and consistently followed

Financial & Operational Management
  • Manage departmental budget, including staffing and vendor support
  • Monitor productivity and cost-to-serve metrics, identifying opportunities for efficiency

Qualifications
  • 8-12+ years of experience in customer care/contact center leadership
  • Proven experience running a metrics-driven, mid to high-volume call center environment with clear performance accountability
  • Hands-on experience with Salesforce Service Cloud; familiarity with Salesforce Order Management or similar order management/service platforms, as well as Contact Center ACD systems
  • Experience managing omnichannel support (voice, chat, email, outbound)
  • Strong understanding of contact center KPIs, workforce management, and quality programs
  • Ability to translate data into operational improvements
  • Experience in luxury, retail, or high-touch service environments preferred
  • Strong people leadership skills with the ability to develop managers and teams
  • Effective cross-functional collaborator with strong communication skills

Location: Lyndhurst, NJ
Estimate Salary Range: $170-$190k
Base pay is one component of David Yurman's total compensation package, which may also include the following for eligible employees: access to healthcare benefits, 401(k) plan, bonus, employee discounts, Summer Fridays (corporate roles), generous paid time off, sick time, and more.
Diversity, Equity & Inclusion at David Yurman
As a company founded by artists, David Yurman champions self-expression in everything we do. We are committed to fostering a culture of openness and creative collaboration within our entire community, and we cherish the diversity of our employees' backgrounds and perspectives. We will always advocate for equity and inclusion for all.
David Yurman is an Equal Employment Opportunity employer and provides equal opportunities to all employees and applicants without regard to an individual's age, race, creed, color, religion, national origin, sex (including pregnancy, sexual orientation, gender).

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