Director, Customer Care

Modaxo•El Paso, TX

4d•Hybrid

About The Position

The Director, Customer Care is a newly created role within Elovate. This leader will own post-issuance customer operations end-to-end — including customer service, Help Desk, correspondence, court packages, and customer success. The Director will consolidate contact center operations in El Paso, build the infrastructure for long-term customer referenceability, and drive continuous improvement and scalable service delivery.

Requirements

7+ years of experience in customer operations, contact center leadership, or service delivery management.
Demonstrated experience standing up or scaling a Help Desk or customer support function, including hiring, tooling, and SLA design.
Track record of leading through organizational change — restructuring teams, realigning spans of control, and centralizing distributed operations.
Strong analytical skills with ability to define, track, and improve operational KPIs.
Experience partnering cross-functionally with Program Management, Operations, and Product/R&D.
Excellent communication and interpersonal skills; comfortable presenting to senior leadership and engaging with external clients.
Proficient with contact center platforms, CRM tools, ticketing systems, and Microsoft Office Suite.
Travel 20%

Nice To Haves

Experience in ATE (automated traffic enforcement), government technology, or similarly regulated or contracted service environments.
Experience managing geographically distributed or centralized contact center operations across multiple programs or geographies.
Familiarity with citation management systems or payment processing platforms.
Background in process automation or continuous improvement methodologies (Lean, Six Sigma, ITIL, or equivalent).

Responsibilities

Lead the design, staffing, and launch of Elovate’s 24×7 Help Desk
Define Tier I and Tier II support scope, escalation paths, and SLA targets.
Hire and onboard the Help Desk Supervisor and build the team to operationalize round-the-clock support.
Own post-issuance customer operations end-to-end: customer service, Help Desk, correspondence, court packages, and customer success.
Lead the consolidation of customer service operations into the El Paso contact center, reducing dispersed operations and improving throughput.
Establish clear performance metrics for customer operations, including CSAT, SLA adherence, escalation rates, and ticket resolution times.
Serve as the senior escalation point for complex, sensitive, or unresolved customer and client contacts.
Directly manage the Customer Care Supervisors, Help Desk Supervisor and Contact Center Supervisor.
Set individual and team performance goals aligned with departmental SLAs and organizational objectives.
Partner with HR on hiring, onboarding, performance management, and employee relations matters.
Build a culture of accountability, quality, and continuous improvement across Customer Care and Help Desk functions.
Identify high-potential team members and create development pathways to support internal growth.
Shift focus from exception handling and daily execution to process optimization, automation opportunities, and capacity planning.
Develop a scalable operating model that supports new program onboarding without requiring structural redesign.
Partner with Processing and Post-Issuance leadership to reduce unnecessary handoffs, improve throughput, and increase accountability.
Contribute to LD reduction targets by improving expiry management and service responsiveness under centralized operations.
Produce regular operational reports and performance summaries for the VP of Operations and senior leadership.
Communicate proactively with Program Management, Field Service, and client-facing stakeholders on Customer Care and Help Desk performance.
Surface operational risks, staffing concerns, or SLA threats early and propose solutions.
Build feedback loops between Customer Care and Product/R&D to surface systemic issues impacting customer satisfaction.
Evaluate and implement AI-assisted tools that support contact center operations, workforce management, quality monitoring, and Help Desk performance.
Champion AI adoption within the team — identifying opportunities where AI can reduce manual effort, improve response quality, or enhance the customer experience.
Use AI-powered analytics and dashboards to monitor performance trends, surface coaching opportunities, and make data-driven operational decisions.
Establish and communicate team standards for responsible AI use, including when AI outputs must be reviewed or verified by a human before action is taken.