Director Customer Care, Operational Excellence
Core
Lead operational excellence, customer care insights, capacity planning, and workforce management to drive efficiency and customer experience in a direct-to-consumer pet food subscription business.
Role type
Director, Operational Excellence (Customer Care)
Builds
Customer care operations, capacity models, workforce schedules, and AI-driven process improvements
Domain
Pet health / Direct-to-consumer subscription / Customer Care
Deliverable
production ML models
Required skills
Capacity planning, workforce management, process improvement, strategic planning, data visualization, executive influence, change management, risk mitigation, multi-channel contact center leadership, AI adoption
Preferred skills
Six Sigma certification
Technologies
AI tools, data visualization platforms
Responsibilities
Lead the Voice of the Customer program and Customer Care Insights team; establish capacity models and workforce plans; drive continuous improvement and AI adoption; build reporting and analytics; manage contact center operations across voice, SMS, chat, and email; travel to other offices monthly.
Seniority
Director, strategic leadership
