Join Our Team. What We Offer - Excellent health benefits plan, including medical, vision, and dental options
- 401(k) with company match
- Company profit sharing plan
- Generous paid time-off and paid holidays
- Paid parental leave
- Company-paid mental health benefit through Headspace
- Two free on-site fitness rooms
- Employee Assistance Program
- Employee Resource Groups
- Personal and professional development programs
Job Summary As the Director of Customer Care Operations, you will provide strategic leadership and oversight for our Contact Center functions across all communication channels (phone, email, chat, etc.). Your role is vital to driving revenue growth, boosting customer satisfaction, achieving service levels, and supporting the company's strategic goals. You will manage new customer intake, existing customer support, franchise assistance, and client services.
In this position, you will lead a dedicated team of supervisors and customer service representatives in a 24/7 environment. Your responsibilities will include developing strategies, policies, procedures, and performance metrics aimed at evolving our center into a world-class customer care hub.
Your Responsibilities Include - Overseeing a diverse team focused on delivering exceptional service to customers and the Servpro franchise community, driving performance toward established goals, and optimizing team success through effective strategies and policies.
- Leading training, coaching, and engagement initiatives to foster team retention and development, while ensuring proper resource allocation through effective staffing and forecasting.
- Collaborating with Operations, Marketing, Sales, IT, and other departments to innovate customer experiences and enhance service channels.
- Acting as the customer advocate, ensuring their feedback is integrated into operations and strategies for continuous improvement.
- Managing the Customer Care Center budget and focusing on efficiency improvements to control costs while maximizing service quality.
- Ensuring operational excellence by meeting defined performance goals, processes, and service level agreements to enhance customer satisfaction and efficient issue resolution.
- Developing management structures that identify and monitor key performance indicators, ensuring that operational teams use this data for performance enhancements and benchmarking against industry standards.
Your Qualifications - 7+ years of experience in contact center management, preferably in property insurance or home services; franchise experience is a plus.
- Proven leadership skills with the ability to coach and develop talent, fostering high-performing teams through engagement and feedback.
- Strong collaborative skills, working effectively with teams and business partners to address challenges and achieve common goals.
- Advanced data analysis capabilities to track and improve performance metrics actively.
- Excellent communication skills, with the ability to present confidently to all levels of leadership.
- Proficiency in Microsoft Office products is required.
- A strategic thinker with a proven ability to implement successful process improvements and utilize technology effectively.
- Experience with IVR, workforce management, telephony, and other call center software systems; knowledge of emerging contact center technologies and AI is desirable.
Education - Bachelor's degree from an accredited college or university in business or a related field. Any suitable combination of education or experience will be considered.
About SERVPRO For over 50 years, SERVPRO has established itself as a leader in fire and water cleanup and restoration services, mold mitigation, construction, biohazard, and pathogen remediation throughout the United States and Canada. Our more than 2,200 uniquely owned and operated franchises are supported by a dedicated headquarters team. We are committed to building a professional community that values diversity and collaboration.
SERVPRO is an equal opportunity employer. All applicants will be considered for employment without regard to age, race, color, religion, gender, sexual orientation, national origin, veteran, or disability status.