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.

• 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.