Director, Customer Care Center

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• Excellent health benefits plan (medical, vision, dental)
• 401(k) with company match
• Generous paid time‑off and paid holidays
• Paid parental leave
• Company‑paid mental health benefit through Headspace
• 2 free on‑site fitness rooms
• Employee Assistance Program
• Employee Resource Groups
• Personal and professional development program

The Director, Customer Care Center is responsible for strategic leadership and oversight for the Customer Care Contact Center functions across multiple contact channels (phone, email, chat, etc.) and continuous improvement to deliver revenue and profit growth, high levels of customer and franchise satisfaction, and service level achievement, while supporting the Company’s strategic initiatives. This leader supports functions such as new customer intake, lead assignments to franchises, existing customer support, franchise support, and client support.

This role leads multiple direct reports, including Care Center supervisors, and oversees a Care Center team providing exceptional customer service in a 24/7/365 environment. They provide leadership that includes strategies, policies, procedures, goals, metrics, and programs for the department. Additionally, the leader is growth and technology oriented, leading the call center to a modern, world‑class customer care center.

• Oversee a diverse team of professionals providing exceptional customer service to customers and the Servpro franchise community, driving performance to goals, and developing strategies, policies, and procedures to optimize performance and success.
• Lead training, coaching, engagement, retention, and recognition initiatives for Customer Care Center team members to support organizational growth. Monitor staffing and forecasting for resource allocation.
• Deploy AI solutions to increase call capacity and customer satisfaction.
• Partner with Operations, Marketing, Sales, IT, and other departments to drive innovation in customer experience and sales channels.
• Advocate for the customer in all situations, operations, technologies, content, projects, and strategy. Share customer feedback with senior leadership.
• Develop and manage the budget for the Customer Care Center, focusing on cost control through departmental spending and process efficiency improvements.
• Meet operational goals, processes, and Customer Care Center SLAs to optimize customer satisfaction and the customer experience through timely issue resolution.
• Develop benchmark structures, identify and monitor key performance indicators, maintain quality standards, and benchmark against industry best practices.

• 7+ years successful experience in contact center management – preferably with property insurance or home services. Franchise experience is a plus. Business Process Outsourcing (BPO) services a plus.
• Leadership experience: proven ability to coach and develop others, provide feedback, and actively listen. Passionate about engaging and developing high‑performing teams.
• Collaborative mindset: works collaboratively with the team and business partners to overcome challenges and achieve shared goals.
• Advanced data acumen: tracks, analyzes, and reports performance data, taking action to achieve performance goals and objectives.
• Excellent communication skills: strong verbal and written communication, ability to deliver professional presentations to all levels of leadership.
• Proficiency with Microsoft Office products is required.
• Strategic thinking with tactical execution ability; proven experience defining and driving successful implementation of improvements through process re‑engineering and technology incorporation.
• Advanced experience with IVR, workforce management, telephony, and other call center software systems. Familiarity with emerging contact center technologies and AI is desired.

• Bachelor’s degree from an accredited college or university, preferably in business or a related field. A suitable combination of education or experience will be considered.

For more than 50 years, SERVPRO® has been a trusted leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard and pathogen remediation throughout the United States and Canada. Our 2,200+ individually owned and operated franchises are supported by our dedicated headquarters team.

We strive to cultivate a professional community that respects and celebrates the things that make us unique, the things we share, and the collaborative spirit we bring to the work we pursue together.

SERVPRO is an equal opportunity employer. All applicants will be considered for employment without attention to age, race, color, religion, gender, sexual orientation, national origin, veteran or disability status.