Director, Global Customer Care

First Advantage•Vinings, GA

69d•$150,000 - $175,000

About The Position

The Director, Global Customer Care, serves as a strategic and operational leader responsible for shaping and executing the vision for world-class customer service. This role supports First Advantage’s Premier Account Management team, which represents a ~$200M revenue portfolio, and is pivotal in driving scalable, client-centric solutions that enhance retention, fuel growth, and elevate the customer experience across global operations. This leader will guide the strategic evolution of the Customer Care function, fostering a high-performance culture and developing strong leadership capabilities across the team. With a deep passion for customer advocacy and a commitment to process improvement, the Director will champion initiatives that elevate service standards, streamline processes, and deliver measurable business impact. The ideal candidate brings a proven ability to lead through transformation, influence cross-functional stakeholders, and inspire teams to deliver exceptional results in a fast-paced, customer-centric environment.

Requirements

Proven Leadership In Customer Care Environments – 8+ years of experience managing operational customer success, account management and/or customer service teams, with a strong track record of performance management, stakeholder engagement, and service delivery excellence.
Strategic & Customer-Focused Mindset – Deep understanding of customer needs and market dynamics, with the ability to translate insights into actionable strategies.
Influential Cross-Functional Leadership – Demonstrated ability to build and leverage relationships across teams and geographies to drive alignment and service improvements.
Data-Driven Decision-Making – Skilled in interpreting management information (MI) and business intelligence (BI) to inform strategy and optimize operations.
Visionary Leadership & Team Empowerment – Proven ability to inspire, motivate, and develop high-performing teams in dynamic environments.
Relationship-Building & Collaboration – Strong interpersonal skills with the ability to foster trust and collaboration across internal and external stakeholders.
Change Agility & Adaptability – Comfortable navigating ambiguity and leading teams through organizational change and transformation.
Customer-Obsessed Mindset – Committed to delivering exceptional customer experiences and driving continuous improvement in service quality.
Operational Excellence In Matrixed Environments – Experience working within complex organizational structures, with the ability to influence outcomes and implement best practices.
Bachelor’s Degree Required – Preferably in Business Administration, Operations Management, or a related field; equivalent professional experience may be considered in lieu of formal education.
Extensive Leadership Experience – Minimum of 8 years in customer success, account management or service leadership roles, with a strong emphasis on transformation, innovation, and cross-functional execution.
Technology And Systems Experience – Familiarity with CRM platforms (Salesforce preferred), VOIP systems, and cloud-based service tools.
Executive leadership of cross-functional teams – Proven success in leading senior leaders and large, distributed teams across customer care functions, fostering a culture of accountability, innovation, and continuous improvement aligned with enterprise strategy.
Strategic oversight and organizational influence – Skilled in viewing decisions and initiatives through a broad, enterprise-wide lens, ensuring alignment with business objectives and cross-functional impact.
Operational excellence and resource optimization – Experienced in overseeing complex service operations, balancing competing priorities, and optimizing resources to meet evolving customer and business needs.
Change leadership and transformation – Adept at leading through ambiguity and large-scale change, guiding teams through transformation initiatives while maintaining service quality and employee engagement.
Executive communication and stakeholder alignment – Exceptional communicator with the ability to influence at all levels, from frontline teams to C-suite stakeholders, ensuring clarity, alignment, and momentum across initiatives.
Talent development and succession planning – Committed to building strong leadership pipelines through coaching, mentorship, and strategic talent development, ensuring long-term organizational capability and resilience.

Responsibilities

Service Delivery & Support Planning – Develop and maintain service plans that offer differentiated support aligned with enterprise goals and customer needs.
Customer Experience Leadership – Champion a customer-first mindset by driving effective problem resolution and ensuring consistent satisfaction across all touchpoints.
Team Leadership & Development – Lead and grow a senior operational management team, fostering performance through coaching, development planning, and clear accountability.
Performance Metrics & Accountability – Establish and manage outcome-based performance metrics for Customer Care teams, promoting transparency and continuous improvement.
Operational Efficiency & Cost Management – Identify and implement process improvements, workforce optimization strategies, and cost-saving opportunities while maintaining service excellence.
Customer Insight & Feedback Integration – Manage special projects to gather customer insights and root cause analytics, translating findings into actionable improvements across operations.
Service Level Management – Monitor and drive key service level metrics, ensuring consistent delivery and responsiveness to customer needs.
Self-Service & First Contact Resolution – Enhance the customer journey by promoting self-service options and improving first-contact resolution rates.
Compliance & Risk Management – Ensure full regulatory compliance and proactively identify and mitigate operational risks.
Cross-Functional Collaboration – Work closely with peers and stakeholders across Commercial, Finance, Marketing, Operations, Client Success, Workforce Management, and other shared-service teams to align on customer-focused initiatives and improvements.
Executive Reporting & Stakeholder Engagement – Provide timely updates and insights to senior leadership, serving as a trusted advisor on operational performance and customer trends.
Change Management & Process Improvement – Lead and embed successful change initiatives, ensuring operational readiness and long-term sustainability.
Client Partnership & Revenue Optimization – Collaborate with Client Relations to enhance profitability through strategic planning and partnership-driven growth.
Strategic Innovation Leadership – Spearhead innovation projects that support Premier Account Management, with a focus on scalable success models.
Client Hub Development – Lead the design and launch of a centralized Client Hub to streamline engagement and support.
Client Health Score – Define and implement a robust Client Health Score framework to proactively manage client satisfaction and risk.
Automated Communications – Oversee the creation of automated newsletters and other scalable communication tools.
Routing & Support Schemas – Collaborate on the development of intelligent routing and support schemas to optimize service delivery.
Analytics Enablement – Partner with Business Intelligence to build powerful analytics that inform strategy and drive performance.
Retention & Growth – Develop and execute strategies to reduce churn and promote cross-sell/up-sell opportunities.