Director, Customer Care

## Director, Customer Care Apply locations:
United States - El Paso, TX:
Remote, United Statestime type:
Full time posted on:
Posted 10 Days Agotime left to apply:
End Date:
August 18, 2026 (30+ days left to apply) job requisition :
R57537
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* Job Summary:

** The Director, Customer Care is a newly created role within Elovate. This leader will own post-issuance customer operations end-to-end — including customer service, Help Desk, correspondence, court packages, and customer success. The Director will consolidate contact center operations in El Paso, build the infrastructure for long-term customer referenceability, and drive continuous improvement and scalable service delivery.
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* Job Description:

**** 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-the-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.
* Travel 20%
** Nice to Haves
*** Experience in ATE (automated traffic enforcement), government technology, or similarly regulated or contracted service environments.
* Experience managing geographically…