Director of Customer Care Center

Tompkins Community Bank•City of Batavia, NY

5d•Onsite

About The Position

The Director of Customer Care Center is a senior leader within Banking Operations responsible for setting the strategic direction, performance standards, and continuous evolution of the Customer Care Center. This role leads the development of a best-in-class, omni-channel customer engagement model that strengthens the Company’s brand, deepens client relationships, and serves as a competitive differentiator within the financial services industry. The Director oversees service delivery across multiple channels and product lines and partners closely with Technology, Digital Banking, Marketing, Retail and Commercial Banking, and Employee Development to drive innovation, operational excellence, and consistent, high-quality customer experiences.

Requirements

Bachelor’s degree in Business, Marketing, Finance, or a related field required; an equivalent combination of education and directly relevant experience may be considered.
Minimum of ten years of progressively responsible leadership experience in customer service, contact center, or operations environments.
Demonstrated success leading technology transformation, process optimization, and workforce development initiatives.
Proven ability to collaborate cross-functionally and lead effectively in a fast-paced, evolving environment.
Strong strategic thinking, analytical capability, leadership presence, and written and verbal communication skills consistent with financial services standards.

Responsibilities

Define and execute a multi-year strategic roadmap aligned with Company priorities and digital strategy.
Position the Customer Care Center as a center of excellence and enterprise differentiator.
Oversee daily operations, staffing models, and service workflows.
Establish, monitor, and improve KPIs related to service quality, efficiency, customer satisfaction, and financial performance.
Develop and manage operating budgets and forecasts.
Evaluate, implement, and optimize call center platforms, analytics, workforce management, and AI-enabled tools.
Lead change management and adoption of new technologies and processes.
Design and sustain onboarding, training, and development programs aligned with evolving products, regulations, and customer expectations.
Develop future leaders through coaching, performance management, and succession planning.
Recruit, develop, and retain a high-performing, customer-focused team.
Foster a culture of accountability, adaptability, and continuous improvement.
Partner cross-functionally to ensure consistent customer experiences across all channels