ZipRecruiter

Log In

1

Director Customer Care Operations Jobs (NOW HIRING)

Petco

Lead, Customer Care Operations

Sumter, SC

... operations, customer care, or service delivery, including 3+ years leading outsourced/BPO ... direct authority. * Continuous improvement mindset (Lean/Six Sigma experience preferred)

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 ...

Tebra

OR

About the Role The Director of Customer Success Operations will serve as a strategic partner to the ... Eager to grow, learn, and evolve. * Healthcare or Healthcare SaaS experience is a strong plus! (For ...

Tebra

Director, Customer Success Operations

About the Role The Director of Customer Success Operations will serve as a strategic partner to the ... Eager to grow, learn, and evolve. * Healthcare or Healthcare SaaS experience is a strong plus! (For ...

next page

Showing results 1-20

All JobsDirector Customer Care Operations Jobs

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 13, 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:
What states have the most Director Customer Care Operations jobs? States with the most job openings for Director Customer Care Operations jobs include:
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.
Lead, Customer Care Operations

Lead, Customer Care Operations

Petco

Sumter, SC

Full-time

Posted 3 days ago

Petco rating

5.7

Company rating: 5.7 out of 10

Based on 626 frontline employees who took The Breakroom Quiz

453rd of 714 rated retailers

Job description

Want to help pets live their best lives?

We're proud to be where the pets go and where thepet peoplego. If you want to make a real difference, create an exciting career path, feel welcome to be your whole self and nurture your wellbeing,Petco is the place for you.

Our core values capture that spirit as we work to improve lives by doing what's right for pets and people.

  • Pet First - Protect & Empower.All pets shouldLive their Best Life.We put the needs of pets and pet parents at the center of everything we do.

  • Foster the Fun - Connect & Bond.OurPassionfor pets brings us together! We celebrate the journey of pet parenthood through district experiences, products, and services.

  • Let's Go! Own & Commit.We are stronger asOne Petco team.We bring our unique superpowers and champion authenticity in everyone to drive success.

About Petco:

We're proud to be"where the pets go"to find everything they need to live their best lives for more than 60 years - from their favorite meals and toys, to trusted supplies and expert support from people who get it, because we live it. We believe in the universal truths of pet parenthood - the boundless boops, missing slippers, late night zoomies and everything in between. And we're here for it. Every tail wag, every vet visit, every step of the way. We are29,000+strong and together we nurture the pet-human bond in more than1,500Petco stores across the U.S., Mexico and Puerto Rico,250+Vetco Total Care hospitals, hundreds of preventive care clinics and eight distribution centers. In 1999, we foundedPetco Love. Together, we support thousands of local animal welfare groups nationwide and have helped find homes for approximately7 million animalsthrough in-store adoption events.

Duties and Responsibilities:

  • Own end-to-end operational performance for assigned business areas-from business group engagement to execution with BPO partner(s)-with delivery responsibilities across the Philippines and India.
  • Translate business goals into operational plans and success measures; define and maintain playbooks, SOPs, and change control for assigned areas.
  • Lead regular performance reviews with business stakeholders and vendor leadership; drive accountability, track actions to closure, and communicate status, risks, and decisions.
  • Reduce inbound contact volume through root cause analysis, defect elimination, policy/process simplification, and self-service/deflection strategies (e.g., IVR, digital, help content, chatbots).
  • Improve Customer Satisfaction (including NPS) and Agent Satisfaction through quality mechanisms, coaching through influence, journey refinements, and rapid remediation of negative drivers.
  • Synthesize Voice of the Customer (VoC) insights from Salesforce case data, Amazon Connect signals, surveys, QA, and escalation themes; influence partner roadmaps and prioritization.
  • Partner with Workforce Management, Training, and Quality to ensure accurate forecasting, staffing readiness, knowledge currency, and calibration across channels.
  • Own incident management and service restoration for assigned areas; coordinate with Technology, Product, and BPO operations to resolve issues and communicate customer and business impacts.
  • Build and maintain clear dashboards and narratives that illuminate customer pain points and operational health using Amazon Connect and Salesforce datasets.
  • Ensure vendor governance including statement-of-work adherence, performance to expectations, change requests, invoice validation, and Quarterly Business Reviews (QBRs).
  • Keep current on contact center platforms, analytics, and industry practices; recommend innovations that enhance efficiency and customer experience.
  • Works with little to no supervision and exercises significant independent judgment. Often acts as a project lead and may lead, train, assign and check work of associates at vendor partners; may make recommendations on performance and staffing activities.

Minimum Qualifications:

  • Bachelor's degree or equivalent practical experience; advanced degree a plus.
  • 8+ years of progressive experience in contact center operations, customer care, or service delivery, including 3+ years leading outsourced/BPO operations through influence.
  • Proven track record reducing contact volume and improving Customer Satisfaction (including NPS) and Agent Satisfaction.
  • Hands-on experience with **Amazon Connect** (telephony/IVR) and **Salesforce** (CRM/case management).
  • Ability to translate data into decisions and narratives; proficiency with spreadsheets and dashboards to communicate performance and VoC insights.
  • Strong stakeholder management and vendor leadership skills; comfortable influencing senior leaders and large vendor teams without direct authority.
  • Continuous improvement mindset (Lean/Six Sigma experience preferred).
  • Excellent written and verbal communication with the ability to lead cross-functional and vendor teams across geographies (Philippines and India).

Disclaimer:

The above information on this description has been designed to indicate the general nature and level of work performed by employees assigned to this job (within this classification). It is not intended to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required for employees assigned to this job.

#LI-AT2

#CORP

Petco Animal Supplies, Inc. is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, protected veteran status, or any other protected classification.

To translate this webpage to Spanish or other languages on your internet browser click the translate button to the right of your browser address bar. Additional instruction can be found here: https://support.google.com/chrome/answer/173424?hl=en-GB&co=GENIE.Platform%3DDesktop

Para traducir esta pagina web al espanol u otros idiomas en su navegador de Internet, haga clic en el boton de traduccion a la derecha de la barra de direcciones de su navegador. Puede encontrar instrucciones adicionales aqui:

https://support.google.com/chrome/answer/173424?hl=en-GB&co=GENIE.Platform%3DDesktop

What Petco employees say

Pay

Benefits

Hours and flexibility

Workplace

Get the full story on Breakroom

Apply