Director of Customer Care, Controls

About the role

The Director of Customer Care, Controls at Basepoint Building Automations is responsible for driving customer satisfaction, fostering long-term relationships, and supporting a scalable, high-performing service operations model.

Responsibilities

• Develop and lead a high-performing Customer Care organization that delivers a responsive, knowledgeable, and consistent customer experience while promoting a culture of accountability, collaboration, and continuous improvement.
• Establish and execute a scalable service operations strategy by leveraging technology platforms, remote monitoring, predictive maintenance, analytics, and connected building solutions to improve operational efficiency and customer outcomes.
• Provide strategic leadership for Service Management and Customer Service functions for integrated controls and electric security solutions.
• Ensure all service level agreements (SLAs) and contractual commitments are consistently achieved, including response times, resolution times, quality of service, customer satisfaction, and compliance with established performance standards.
• Drive customer retention by strengthening post-installation relationships, ensuring exceptional service delivery, and positioning Customer Care as a trusted advisor throughout the customer lifecycle.
• Lead preventive maintenance agreement renewals and recurring service initiatives to maximize customer retention, increase recurring revenue, and identify opportunities to expand service offerings within existing accounts.
• Partner with Sales, Operations, Project Management, and Executive Leadership to ensure seamless project turnover, proactive customer communication, and successful long-term account management.
• Develop key performance indicators (KPIs), service metrics, and reporting dashboards to measure operational performance, customer satisfaction, technician productivity, contract profitability, and overall business effectiveness.
• Coach, mentor, and develop Service Managers and Customer Care team members by establishing performance expectations, succession planning, leadership development, and career advancement opportunities.
• Foster strong partnerships with customers, manufacturers, and strategic vendors to improve service capabilities, technology adoption, and overall customer value.
• Promote a culture of safety, quality, regulatory compliance, and continuous process improvement across all Customer Care operations.

Requirements

• Bachelor’s degree in business administration, operations management, or a related field, or an equivalent mix of education and relevant experience required
• Seven or more years of progressive experience in customer care and/or service operations role
• Five or more years leadership experience in customer care and/or service operations or related field
• Proven track record of managing multi-location service operations
• Strong background in P&L management
• Experience in direct management of managers and indirect oversight of large teams preferred
• Knowledge of safety regulations and compliance requirements in service industries
• Experience with service management software and financial reporting systems a plus
• Excellent communication and interpersonal skills for interacting with all organizational levels
• Data analysis skills for performance monitoring and decision-making
• Results-oriented with strong accountability and ownership mindset
• Excellent organizational and time management skills
• Ability to work under pressure and handle multiple priorities

Physical Requirements

• Valid driver's license and ability to operate a motor vehicle for business travel
• Ability to travel regularly between multiple service locations
• Capability to walk through various work environments including offices, warehouses, and field location
• Capability to lift and carry materials up to 25 pounds occasionally
• Ability to work in various environmental conditions including outdoor settings when visiting job sites
• Capability to communicate effectively in person, by phone, and through digital platforms