Director, Client Care Operations
Bertelsmann-Jobs•Morrisville, NC
•Hybrid
About The Position
The Director, Client Care Operations provides strategic and operational leadership for Client Care Operations including Customer Experience, Business Insights, Program Management, and Quality Management. This role leads operations and quality teams supporting Sales, Client Success, Support, and Professional Services to deliver scalable, high-quality customer experiences. The role is accountable for process optimization, quality management, data-driven decision making, and technology enablement across the Revenue organization.
Requirements
- 8+ years’ experience in operations, client success, or customer experience in a SaaS environment
- 3+ years people leadership experience
- Bachelor’s Degree
- Strong business acumen within customer success and revenue operations environments
- Experience building and scaling Quality Management programs
- Expertise in process design and operational scaling
- Advanced analytical and critical thinking skills
- Ability to influence cross-functional stakeholders
- Proficiency with CRM, QA, and analytics tools
Responsibilities
- Oversee the day-to-day activities of the Client Care Operations and Quality Management teams
- Own and lead Quality Management across Sales, Client Success, Support, and Professional Services, including QA frameworks and coaching
- Develop and optimize processes to improve service delivery and customer journey at scale
- Drive digital customer experience strategy including automation and self-service
- Track and analyze KPIs; leverage data to drive continuous improvement
- Collaborate with cross-functional leaders across Revenue, Product, Marketing, and Client Care
- Lead program and project management initiatives and special projects
Benefits
- Fantastic health and wellness benefits package
- outstanding 401k match
- flexible PTO program
- generous and inclusive parental leave policy
- Relias pays for the employee portion of the monthly healthcare premium
- Flexible work environment with onsite and work from home options
- Active Employee Resource Groups open to all employees
- Comprehensive onboarding program
- Growth and career advancement opportunities
- Promotes internal mobility and career growth aligned with evolving business needs
- Multiple development program options – leadership development, professional development curriculums, and Nanodegree options in both technology and data science
- Professional development gained from conference attendance and participation in organizations like NC Tech
- Onsite 321 Coffee Shop providing free coffee and pastries to employees
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What This Job Offers
Job Type
Full-time
Career Level
Director
