Director, Customer Care Operations - Remote

Overview

The Director of Customer Care Operations at Arlo is responsible for leading and optimizing customer care operations globally, ensuring a premium customer experience while managing vendor relations, budgets, and strategic planning.

In Short

• Lead and develop a high-performing customer care team.
• Oversee global customer care operations and vendor management.
• Implement process improvements for efficiency.
• Set performance goals and evaluate KPIs.
• Conduct budgeting and resource planning.
• Enhance customer satisfaction and loyalty.
• Utilize data analytics for operational insights.
• Foster a customer-centric culture.
• Facilitate business reviews and operational updates.
• Drive continuous improvement initiatives.

Requirements

• Bachelor’s degree in business administration or related field.
• 10+ years in customer care or operations management.
• 3+ years in a leadership role overseeing contact center operations.
• Strong understanding of customer care principles.
• Excellent leadership and communication skills.
• Experience with customer care software and tools.
• Proficiency in data analytics platforms.
• Ability to manage budgets and resources effectively.
• Experience in process improvement.
• Strong problem-solving abilities.

Benefits

• Competitive salary with equity options.
• Comprehensive benefits package.
• Inclusive and diverse workplace environment.
• Opportunities for professional development.
• Flexible work arrangements.
• Commitment to employee well-being.
• Support for continuous learning and growth.
• Engagement in innovative projects.
• Recognition for contributions to company success.
• Collaborative team culture.