Director - Customer Care Business Development and Strategy

Responsibilities

• Lead strategy for Customer Care’s business development, technology enablement, and customer journey improvements.
• Build and maintain a multi-year roadmap covering process, knowledge, technology, and digital transformation.
• Oversee enhancements across voice, chat, messaging, email, social, self-service, and GenAI-supported channels.
• Benchmark industry and OEM best practices to identify new capabilities and innovations.
• Develop business cases, financial plans, and executive presentations for major initiatives.
• Prioritize and govern process improvements, system changes, and customer journey optimization.
• Partner with ICT, Legal, Data Privacy, Operations, and suppliers to define requirements and deliver compliant, scalable solutions.

Requirements

• Bachelor’s degree, preferably in engineering or technical management field.
• A minimum of 8 years in Customer Care, CX, contact centers, business development, or transformation.
• Proven experience leading large-scale transformation across complex operational and technology environments.
• Ability to lead managers, cross-functional teams, SMEs, and supplier partners.
• Knowledge of platforms like Genesys, Salesforce, knowledge bases, telephony, digital messaging, and CRM ecosystems.
• Familiarity with GenAI, automation, predictive analytics, and omnichannel engagement.
• Strong business acumen—able to build strategic roadmaps, financial cases, and executive-level materials.
• Excellent communication, influence, program management, and change leadership skills.
• Highly organized, analytical, and able to manage multiple priorities.
• Proficiency in Microsoft Office and related business/CRM/telephony tools.

Qualifications

Basic Requirements:

• Bachelor’s degree, preferably in engineering or technical management field.
• A minimum of 8 years in Customer Care, CX, contact centers, business development, or transformation.
• Proven experience leading large-scale transformation across complex operational and technology environments.
• Ability to lead managers, cross-functional teams, SMEs, and supplier partners.
• Knowledge of platforms like Genesys, Salesforce, knowledge bases, telephony, digital messaging, and CRM ecosystems.
• Familiarity with GenAI, automation, predictive analytics, and omnichannel engagement.
• Strong business acumen—able to build strategic roadmaps, financial cases, and executive-level materials.
• Excellent communication, influence, program management, and change leadership skills.
• Highly organized, analytical, and able to manage multiple priorities.
• Proficiency in Microsoft Office and related business/CRM/telephony tools.

Benefits

• Comprehensive Health & Well-being Coverage
• Family Building Benefit
• Generous Paid Time Off
• Competitive Retirement Savings Plans
• Support for Your Growth and Giving Back