Director, Customer Care

Jordan's is creating an exciting new opportunity for a Director of Customer Care to elevate our operation into a scalable, technology-enabled model, based out of our Taunton, MA contact center. This leader will shape how we support customers across every touchpoint, turning data and technology into a more consistent, more responsive customer experience that delivers measurable business value. At Jordan's, we believe great service should feel as comfortable and memorable as the perfect sofa: thoughtful, welcoming, and built to last.

• Build the Future of Customer Care – Take the lead on a high-visibility transformation, introducing smarter technology, stronger processes, and new ways of working to create a seamless service experience for Jordan’s customers and teams.
• High-Impact Leadership – Lead, coach, and develop Customer Care managers and supervisors while shaping the strategy, priorities, and performance expectations for the function.
• Customer Experience Transformation – Use customer insights, service data, and root-cause analysis to improve the service experience across ordering, delivery, pickup, returns, and store-to-digital handoffs.
• Cross-Functional Influence – Partner with leaders across Stores, Delivery, E-commerce, Merchandising, IT, and other teams to improve service performance and drive meaningful change.

• Lead the Customer Care function through a team of managers and supervisors, setting strategy, annual priorities, budgets, and performance expectations.
• Own service quality for issues and resolution across the omnichannel journey (ordering support, payments, pickup, delivery, returns, store-to-digital handoffs) and ensure operational readiness for peak periods and escalations, tracked through a balanced scorecard of customer, financial, operational, and people metrics.
• Turn customer contacts, complaints, and behavioral data into root-cause fixes across products, policies, and processes.
• Own the customer-care technology and AI roadmap: service CRM/CCaaS modernization, conversational AI, agent assist, automation. This includes business cases and responsible-AI governance (accuracy, privacy, security, human oversight).
• Manage strategic service partners and customer protection programs, including performance and program economics.
• Develop the function's leadership layers: coaching and growing managers and supervisors, building bench strength and succession depth, and fostering an inclusive, high-performance team culture.

• Customer experience: material, sustained improvement in customer satisfaction (CSAT/NPS) and reduction in customer effort.
• Resolution performance: higher first-contact resolution, reduced average time to resolution, and fewer repeat contacts.
• Digital & AI adoption: increased self-service adoption and containment, with a demonstrable reduction in cost-to-serve tied to technology investment.
• Organization & vendor performance: improved service quality and employee engagement within the Customer Care organization, and vendor/partner performance against contracted standards.
• Productivity & cost: sustained productivity gains and disciplined cost-to-serve management across the service organization.

• Bachelor's degree preferably in business, operations, technology, engineering, analytics, or a related field, or an equivalent combination of education and experience; MBA or another relevant advanced degree valued, but not required.
• 8+ years of progressive experience across customer experience, customer care, digital commerce, operations, product operations, corporate strategy, business transformation, or management consulting.
• Demonstrated success leading a scaled service organization through managers and…