Director of Customer Care

Director of Customer Care

The Brand Sundays for Dogs is a venture backed direct-to-consumer brand with the goal to make life easier on the modern dog parent so that they may spend more quality time with their dog. We enable dog parents to not have to choose between quality and convenience when seeking the world's best dog food. We are a team dedicated to the mission and consider ourselves skydivers, not plane passengers. We decide fast, fail fast and learn fast.

The Team & Role At Sundays for Dogs, our subscription business is built on trust, love, and above allan exceptional experience for both dogs and their humans. We're searching for a strategic and customer-obsessed Director of Customer Care to lead, scale, and evolve our Customer Care organization. You'll oversee a team of 25+ in-house associates (including a manager, senior specialists, and ~20 associates) as well as an outsourced BPO partner. In this role, you'll set the vision for how we serve customers today and in the futurebuilding systems, processes, and teams that deliver a "best in show" experience at scale. This is a critical leadership role for a fast-growing subscription business. You'll not only ensure operational excellence but also design the next generation of customer care strategy, creating loyalty and lifetime value for our brand. While the majority of the Customer Care team works remote, this role is based in our HQ in Cleveland, OH. Relocation support available to candidates interested in moving.

Your Day-to-Day :

• Define and execute the long-term strategy for Customer Care, ensuring alignment with company goals around loyalty, retention, and lifetime value.
• Champion the customer voice across the business and position Care as a brand differentiator.
• Lead a growing organization of 25+ in-house associates and an outsourced BPO, including developing leaders and creating career paths.
• Build a culture of empowerment, empathy, accountability, and data-driven performance.
• Drive operational excellence by owning key Care KPIs (CSAT, NPS, SLAs, efficiency) and implement systems, processes, and tools to scale.
• Oversee workforce planning, vendor management, QA, training, and knowledge management.
• Lead Care's role in engagement, loyalty, and "Voice of the Customer" programs.
• Partner with Product, Ops, Tech, and Marketing to introduce new tools, automation, and policies that elevate customer experience. - including leading the selection and integration of a new CRM platform.

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