Director, Customer Care Center

KYOCERA Document Solutions America, Inc. • Irving, TX

22d

About The Position

When you join Kyocera Document Solutions America, Inc. you are joining an organization that is deeply rooted in the Philosophy of “doing what is right as a human being”. Through this Philosophy, our employees are passionate about providing best in class customer service through efficiency, accountability, and a sense of urgency all while putting knowledge to work to drive change. In addition, we’re a Great Place to Work… and we really mean it! Kyocera Document Solutions America, Inc. has been officially certified as a Great Place to Work since 2022. An organization earns this distinction when its employees have expressed their trust in the people they work for, have pride in what they do and enjoy the people they work with. As a Director, Customer Care Center you will take on the responsibility to lead and elevate our Customer Care Center. In this critical leadership role, you will be responsible for establishing and executing policies and procedures that ensure superior customer experience for both internal and external stakeholders. You will oversee the daily operations of the service center, instilling a customer-first mindset across all functions and touchpoints. As a strategic thinker and hands-on leader, you will manage resources, define business requirements for support systems, and continuously seek ways to improve performance through data-driven decision-making and the smart application of technology. Your leadership will be instrumental in advancing Kyocera’s goal of being the easiest company to do business with, and your team’s performance will directly reflect on the strength of the Kyocera brand. The chance to do something meaningful, to challenge yourself, to be a part of change in an industry, to influence change doesn’t come around every day.

Requirements

• Bachelor’s degree in business administration, Operations Management, or a related field
• Proficient in leveraging ServiceNow to analyze customer interactions, measure key performance indicators, and identify opportunities for process improvement.
• 5+ years of progressive leadership experience in customer service, contact center operations, or service center management.
• Proven experience leading large, multi-functional teams in a high-volume customer service environment.
• Demonstrated ability to define, track, and act on operational KPIs and customer experience metrics.
• Excellent analytical and problem-solving skills; ability to use data to drive decisions and continuous improvement.
• Exceptional communication, interpersonal, and leadership skills, with the ability to inspire and develop high-performing teams.
• Track record of building customer-centric cultures and delivering measurable improvements in customer satisfaction.

Nice To Haves

• Familiarity with voice of the customer (VoC) programs and customer journey mapping is a plus.
• Hands-on experience applying AI technologies to enhance business operations and customer experiences.
• Proficiency in data visualization tools such as Power BI, or Tableau to communicate insights effectively.
• Fluency in Spanish
• International Shipping experience

Responsibilities

• Oversee customer support for both the US and Latin America Sales Companies
• Ensure a seamless, frictionless experience for customers interacting with the Service Center, including support for order processing and parts warranty handling across all sales channels.
• Evaluate, refine, and implement departmental processes to maximize staff efficiency, effectiveness, and overall productivity.
• Develop, track, and manage Key Performance Indicators (KPIs) to lead and improve the performance of all teams within the Customer Operations organization.
• Oversee the customer escalation process, ensuring timely and effective resolution across all functions within the contact centers.
• Define and validate business requirements for system enhancements and ensure accuracy and completeness across all support systems within the contact center environment.
• Collect, analyze, and act on voice-of-the-customer data to proactively identify trends, issues, and opportunities for service improvement.
• Establish and maintain a strategic vision for Kyocera’s contact centers, ensuring alignment with the company's customer-first philosophy and delivering superior customer experiences.

Benefits

• We offer a generous benefits package including medical, dental and vision plans, a 401k match, flexible spending, disability and life insurance, plus paid time off and holidays.

What This Job Offers

• Job Type: Full-time
• Career Level: Director