Director, Customer Care

Job Description:

The Director of Customer Care is a key position in our company. This role is responsible for elevating customer experience by evaluating and evolving our customer care model, ensuring seamless journeys, and harmonizing people, processes, systems, and third‑party resources for transparency, performance, and high satisfaction.

• Shape the long‑term strategy and operating model of the Customer Care organization, including make/buy workforce decisions and vendor utilization strategy.
• Define and execute policies and procedures that enable an enthusiastic, holistic, and effective customer service experience.
• Identify and lead initiatives to improve technology, systems, policies, and partner models to enhance both customer experience and employee/contractor retention.
• Collaborate cross‑functionally to design and implement scalable solutions that balance service quality, cost, and operational risk.
• Leverage extensive SAP experience to navigate systems, particularly in support of customer service operations, vendor management, and financial tracking.
• Make recommendations on practical project solutions related to SAP and operational efficiency.
• Provide data‑driven insights on KPIs and standardized business metrics, taking corrective action as needed.
• Manage dashboards and executive‑level reporting.
• Develop and implement methods to capture, assess, and analyze customer feedback across the full customer journey.
• Manage vendor relationships supporting Customer Care, including third‑party service providers and contract labor partners.
• Oversee annual contractor spend forecasting, budget planning, and ongoing cost management in partnership with Finance.
• Review, negotiate (in partnership with Procurement and Legal), and maintain contracts and annual purchase orders for third‑party vendors.
• Ensure vendor performance, service‑level adherence, compliance with contractual terms, and alignment with business objectives.
• Identify opportunities to optimize vendor spend, drive efficiency, and reduce operational risk.
• Oversee multiple management layers across Omaha, NE and Dallas, TX – develop direct and indirect team members to build talent, diversity, and capabilities while driving strong performance.
• Participate in the recruitment of industry‑leading talent, including decisions related to internal hiring versus contract resources.
• Proactively evolve culture through ongoing feedback, coaching, and performance monitoring.
• Serve as a member of the Livestock Leadership Team; partner with peers and senior stakeholders to champion a shared strategy, mission, and purpose.
• Partner across functions to ensure objectives, tactics, and long‑term strategies are aligned and executed to achieve business goals.
• Ensure plans, actions, and decisions do not negatively impact our company's species or business units.
• Own and manage the Customer Care operating budget, including headcount, contractor spend, and vendor costs.
• Inspire and mentor direct reports to drive accountability and results.
• Support associate directors in systems, operations processes, customer relations, and issue resolution (as an escalation point).
• Assist in hiring, training, and deployment of Customer Care Representatives to meet performance and service requirements.

• Demonstrate Ethics & Integrity.
• Drive Results.
• Focus on Customers.
• Make Rapid, Disciplined Decisions.
• Act with Courage & Candor.
• Foster Collaboration.

• Bachelor’s Degree required; master’s degree or MBA preferred.
• Extensive experience leading customer care operations within SAP or comparable enterprise systems.
• Minimum of 7+ years of Customer Care / Service / Operations experience.
• Minimum of 6+ years of people management experience, including oversight of contract or outsourced resources.
• Location:
  
  Omaha, NE or surrounding area.

• Strong strategic leadership and organizational transformation capability.
• Advanced financial acumen, including budget ownership, forecasting, and vendor spend management.
• Demonstrated ability to manage complex vendor relationships and third‑party contracts.
• Proven track record of building and leading high‑performing teams.
• Ability…