Director, Customer Care Center (Remote)

What You Will Do

• Lead the Customer Care Center across people, process, technology, and performance
• Evaluate and redesign workflows to improve speed, consistency, customer satisfaction, and sales outcomes
• Establish, track, and report on KPIs including conversion, answer rate, speed to answer, service level, first contact resolution, quality, customer satisfaction, lead follow-up, and productivity
• Partner with IT and Data teams to improve reporting, enable data-driven decision-making, and maximize existing tools
• Evaluate CCC technology, systems, vendor tools, and workflows; recommend enhancements, replacements, and new solutions as needed
• Manage vendor relationships and identify future vendor opportunities to support capability and scale
• Develop and execute sales strategies aligned to company methodology, ensuring a consistent and frictionless rental process
• Lead follow-up strategies across leads, reservations, online inquiries, missed opportunities, and digital channels
• Evaluate and improve call routing strategies to optimize conversion, service levels, and customer experience

What You Need

• 10–12 years of progressive experience in contact center, customer operations, or sales environments, including 3–5+ years in leadership roles
• Proven success leading high-volume, sales-driven customer operations with accountability for conversion and service performance
• Demonstrated ability to improve conversion, customer experience, and operational efficiency using data and performance insights
• Strong experience in workforce planning and operating model optimization in a scaling environment
• Working knowledge of contact center technology, CRM systems, and digital channels, with the ability to optimize tools and vendors
• Proven ability to partner cross-functionally across Operations, Marketing, IT, Data, QA, and People & Culture
• Experience with outsourced, offshore, or hybrid models is an asset
• Bachelor’s degree in business, Operations, or related field preferred, or equivalent experience

What We Offer

• A competitive compensation package comprised of a group benefits plan, 401K matching program, and discretionary bonus program
• A commitment to a safety-first work environment