Director of Customer Care Operations - US

Perk•Chicago, IL

1d•$151,000 - $178,000•Hybrid

About The Position

About Us Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact. We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem . Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work. At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team. Visit www.perk.com to learn more. We are looking for a Director of Customer Care Operations for the North America region to help us continue delivering a 7-star experience to our customers and effectively manage our global Customer Care footprint. We are aiming higher than ever, and we are growing exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That’s why we have come to the conclusion that we need you! Role Overview As Director of Customer Care Operations, North America , you will set the vision and strategy for our NAM Customer Care operations; leading a growing team of in-house and outsourced professionals to deliver world-class service. You’ll be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Perk’s global Customer Care organization.

Requirements

8-10+ years of experience leading large-scale Customer Care teams.
Proven success managing both in-house and outsourced operations.
Experience in technology-driven or high-growth environments (travel industry a strong plus).
Demonstrated ability to build and develop high-performing, customer-centric teams.
Strong process orientation and project management background.
Excellent communication skills (verbal and written) in English.
Data-driven and analytical, with a track record of using insights to drive improvements.
Hands-on leader with a proactive, pragmatic, and collaborative approach.

Nice To Haves

Experience with Zendesk or similar CX platforms preferred.

Responsibilities

Lead and scale the NAM Customer Care organisation of 400+ both in-house and outsourced professionals.
Set and achieve performance targets and financial outcomes across all service areas in NAM, directly influencing overall business performance and profitability.
Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.
Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the North America region, and ensure continuous improvement.
Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.
Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.
Oversee multiple initiatives impacting the North America region, while remaining hands-on, adaptable, and a trusted stakeholder across departments.
Own key regional KPIs and deliver measurable improvements in: Customer Satisfaction (CSAT / NPS) Service Level Agreements (SLA) Churn Employee Engagement & Retention Operational Efficiency / Productivity

Benefits

Receive competitive compensation and equity ownership in Perk
Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays
Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan
Take control of your physical health with additional comprehensive benefit plans, covering dental, vision and Wellhub’s gym subscription from your start date
Rest assured that you’re covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans
Plan for your future with our 401(k) plan with company matching contributions
Care for your furry friends through partner discounts on pet insurance
Join our unforgettable Perk events, including our spectacular annual summer party
Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones
Focus on your family with 12-16 weeks’ paid parental leave
Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes
Broaden your horizons with up to 20 "Work from Anywhere" days per year
Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years
Let us help you move to one of our hubs with relocation support