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Director Customer Care Operations Jobs (NOW HIRING)

EVENLITE LLC

Director Customer Experience

Trevose, PA · On-site

... care, education, hospitality, and architectural environments. What truly sets Evenlite apart is our ... POSITION OVERVIEW The Director of Customer Experience is a senior operational leader responsible ...

MasterCard

Director, Customer Success

Purchase, NY · On-site

The Director of Customer Success for Small and Medium Enterprise is a key leadership role ... Operations teams. This position operates at a director level within the SME team and requires ...

Procare Solutions

Director, Customer Success

Denver, CO · On-site

... the care, safety and education of children. We recognize the responsibility that comes with ... operational context of a center director is a real differentiator in this role. * Familiarity with ...

Ramp

Director, Customer Experience

New York, NY · On-site +1

$190K - $290K/yr

We care less about where you trained and more about what you've built. At Ramp, everyone is a ... You will lead within a 24/7 customer operation, ensuring the right coverage, leadership, and ...

Reser's

Director, Customer Service

Beaverton, OR · On-site

The Director focuses on operational execution, process improvement, system utilization, workflow consistency, and team performance in a system-driven, exception-based customer service environment.

Exol

What we need Exol is seeking an experienced Director of Customer Success to lead our customer ... Monitor customer health, operational performance, and customer success metrics, proactively ...

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Director Customer Care Operations information

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$34K

$107.7K

$179.5K

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

As of Sep 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 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?

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.

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.

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?

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Director Customer Care Operations jobs near you
Infographic showing various Director Customer Care Operations job openings in the United States as of September 2026, with employment types broken down into 100% Full Time. Highlights an 67% In-person, and 33% Remote job distribution, with an average salary of $107,680 per year, or $51.8 per hour.

Director, Customer Experience & Subscription Operations

Manhattan, NY • On-site

Hearst
Motion Picture and Video Production • 10K+ employees
Learn more about Hearstexternal

Full-time

Medical, Dental, Vision, Retirement

Re-posted 22 days ago

Hearst rating

6.6

Company rating: 6.6 out of 10

Based on 28 frontline employees who took The Breakroom Quiz

Job description


Be Part of What's Next
Great customer experiences don't happen by accident-they're built through thoughtful operations, empowered teams, and a relentless focus on continuous improvement. As Director, Customer Experience & Subscription Operations, you'll shape the strategy, systems, and processes that power exceptional subscriber experiences while helping drive retention, loyalty, and operational excellence across our growing subscriptions business.
About Hearst Magazines (Why Us?)
Hearst Magazines is one of the world's largest lifestyle media companies, with a portfolio of more than 30 brands that inspire, inform, and entertain audiences across print, digital, social, video, and commerce. Our iconic brands connect with millions of consumers every month, and we're constantly innovating to create engaging experiences for our audiences while delivering meaningful results for our partners.
Key Responsibilities (What You Are Doing)
  • Lead and mentor third-party customer service teams, ensuring best-in-class support.
  • Implement tools and training to enhance first-contact resolution and customer loyalty.
  • Develop and oversee refund/cancellation policies, monitoring adherence.
  • Troubleshoot order/access challenges with the customer service team.
  • Conduct weekly audits with finance teams to identify operational improvements.
  • Define and monitor KPIs, surveying customers for service feedback.
  • Partner with cross-functional teams to enhance customer service systems.
  • Roll out new customer service platform with cross-functional team
  • Build knowledge base and training for customer service teams, optimizing processes and driving results.
  • Develop AI workflows to automate and streamline top customer interactions
  • Utilize data-driven decision-making to identify trends and drive improvements.
Qualifications (What We're Looking For)
  • 7-10 years of experience leading customer service, customer experience, or operations teams, or equivalent experience.
  • 2+ years of experience supporting a subscription-based business with an understanding of subscription lifecycles and revenue recognition.
  • Proven experience leading and scaling customer service operations while driving measurable improvements in customer satisfaction and operational performance.
  • Strong knowledge of customer service platforms, e-commerce operations, refund management, and subscription support processes.
  • Experience leveraging data and analytics to identify trends, measure performance, and inform strategic decisions.
  • Demonstrated success implementing new technologies, platforms, or operational processes in a cross-functional environment.
  • Excellent leadership, communication, collaboration, and change management skills with the ability to influence stakeholders across the organization.
  • Passion for delivering exceptional customer experiences while balancing operational excellence with long-term strategic goals.
  • Bachelor's degree in Business Administration, Operations, or a related field is preferred.
  • This position is based in New York City and follows a hybrid schedule of four days per week in the office.
Benefits (What We Offer)
  • Work with the Best: Collaborate with top-tier professionals across media, advertising, tech, fashion, lifestyle, and publishing, shaping the future of these dynamic industries.
  • Grow Your Skills: Unlock your potential with access to innovative training programs, immersive workshops, and exclusive industry events.
  • Work-Life Harmony: Enjoy the flexibility of hybrid work, empowering you to balance professional success with personal priorities.
  • Foster Connection & Belonging: Join our Employee Resource Groups and help create a welcoming workplace where everyone feels valued and empowered.
  • Wellness First: Prioritize your well-being with a comprehensive benefits package that includes medical, dental, and vision insurance from Day 1.
  • Plan for Your Financial Future: Enjoy competitive financial perks, including a 401(k) plan with a generous company match.

The base salary range for this role is $133,000-$150,000. This position is not eligible for bonus or commission compensation. Actual compensation will be determined based on experience, skills, qualifications, and location.
Hearst Magazines is an Equal Opportunity Employer. We are committed to building a diverse and inclusive workplace where all employees and applicants are treated with respect and dignity. We consider all qualified applicants for employment without regard to race, color, religion, creed, sex, gender identity or expression, sexual orientation, national origin, age, disability, protected veteran status, genetic information, marital status, citizenship status, or any other characteristic protected by applicable federal, state, or local law. We are dedicated to fostering an environment where everyone has the opportunity to thrive.

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