Director, Customer Care

About the role

Own the end-to-end strategy for migrating customer care from a remote, single-shift Michigan-based model to an in-person, right-sized Utah call center. Partner with leadership on the phased rightsizing plan, translating projected and actual AI deflection rates into headcount, shift, and facility decisions. Build the business case and roadmap for extending support coverage from the current 9 a.m. to 6 p.m. Eastern single shift toward eventual 24-hour operation.

AI & Bot Operations Governance

• Serve as the internal owner of the Decagon AI agent across chat, voice, and email, including conversation design, escalation logic, guardrails, and continuous tuning.
• Manage the day-to-day relationship with Decagon and the Zendesk omnichannel platform, coordinating with IT/vendor partners on integration, uptime, and roadmap.
• Own the human-in-the-loop model: define what the bot resolves independently, what it escalates, and how live agents pick up a conversation with full context.
• Track deflection, containment, and true resolution rates weekly; distinguish real resolution from false deflection and reset assumptions as real data comes in.

SOPs, Quality & Brand Voice

• Author and maintain the SOPs, macros, and knowledge base that govern both the AI agent and human agents, so every channel resolves issues the same way.
• Define and protect mophie/ZAGG's brand voice across chat, voice, and email, including how the AI agent is trained and audited to stay on-brand.
• Build a quality assurance program (QA scoring, calibration, CSAT/NPS tracking) that covers both AI-handled and human-handled interactions.

Workforce Planning & Scheduling

• Design the staffing and scheduling model for the new in-person Utah team, including the shift structure needed to extend toward 24-hour coverage.
• Build and maintain the headcount rightsizing model, adjusting staffing levels on a defined cadence as volume and actual deflection rates change.
• Plan for volume surges (seasonal, promotional, product launch) with a flexible staffing approach rather than fixed headcount.

Talent Acquisition & Team Build

• Own talent acquisition for the new Utah-based team: sourcing, interviewing, hiring, and onboarding, in partnership with HR/People.
• Define the org structure, leveling, and career path for the rebuilt team, including future team lead / supervisor roles.
• Build the training program that ramps new hires quickly on product, tools, brand voice, and how to work alongside the AI agent.

People Leadership

• Retain and lead the current Senior Manager through the transition, and hire/build the leadership layer beneath this role as the Utah team scales.
• Set individual and team performance goals tied to CSAT, quality, efficiency, and successful AI/human handoffs.
• Report regularly to leadership on transformation progress, deflection results, headcount, cost, and quality metrics.

Required

• 7+ years in customer care/support leadership, including at least 3 years managing a multi-site or in-person contact center of comparable or larger size.
• Direct experience standing up, migrating, or significantly restructuring a customer care operation (site consolidation, remote-to-in-person, or similar transformation).
• Hands-on experience with AI/automation in customer support (chatbot or voice bot deployment, deflection/containment measurement, escalation design) such as Decagon, Zendesk AI, Intercom Fin, or comparable platforms.
• Deep working knowledge of Zendesk or a comparable omnichannel ticketing platform.
• Proven talent acquisition and team-building experience: has hired and stood up a team of 20+ from the ground up.
• Strong workforce management background: scheduling, shift design, forecasting, and staffing-to-volume models.
• Excellent written and verbal communication; comfortable owning brand voice and training others (and an AI agent) to use it consistently.
• Willingness to be on-site in Utah and to travel to Michigan during the transition period.

Preferred

• Experience in consumer electronics, accessories, or a similar DTC/retail hardware category.
• Experience managing a 24/7 or multi-shift support operation.
• Familiarity with WARN Act and multi-state employment considerations related to workforce transitions.
• Six Sigma, Lean, or similar operational excellence background.

Travel & Work Environment

This role is based on-site in Utah at the new customer care facility. Regular travel to the Michigan warehouse operation should be expected during the transition period, along with periodic travel to other ZAGG/mophie sites as needed.