Director, Customer Care
HD Supply(1 month ago)
About this role
The Customer Care Strategy Manager leads development and implementation of strategic plans and pilot programs for a multi-site customer care organization. The role focuses on aligning initiatives with business unit objectives to drive growth and improve customer experience across contact centers. It also oversees training, quality metrics, analytics, and escalation processes while partnering cross-functionally.
Required Skills
- Pilot Management
- Training Development
- Quality Assurance
- Escalation Management
- Contact Center Analytics
- P&L Modeling
- Team Leadership
- Process Improvement
Qualifications
- BS/BA in Related Discipline
- 9+ Years Experience
- Management Experience
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