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Director of Customer Care
Director of Customer CareResilience Group • Strongsville, OH, US
Director of Customer Care

Director of Customer Care

Resilience Group • Strongsville, OH, US
7 days ago
Job type
  • Full-time
Job description

Job Description

Job Description

Director of Customer Care

We’re looking for a hands-on, strategic leader to take charge of our growing Customer Care organization. In this role, you’ll shape the service strategy, build strong teams, and ensure every customer interaction is smooth, professional, and positive. You’ll partner with Sales, Operations, IT, and Marketing to streamline processes, implement tools that scale, and drive measurable gains in satisfaction and loyalty.

What You’ll Do :

  • Lead and develop a high-performing customer service team across phone, email, chat, and portal channels.
  • Define service goals—response times, resolution rates, CSAT—and use data to improve performance.
  • Enhance systems and workflows to boost speed, accuracy, and consistency.
  • Oversee escalations and complex issues with a focus on recovery and retention.
  • Partner across departments to improve communication on orders, backorders, and product details.
  • Promote self-service tools and training programs that empower customers and staff.

What You’ll Bring :

  • Bachelor’s degree required; MBA preferred.
  • 8+ years of customer service or contact center leadership experience, ideally in manufacturing, distribution, or hybrid B2B / B2C environments.
  • Strong operational mindset with proven results in scaling teams and systems.
  • Proficiency in CRM, ticketing, and analytics tools.
  • Excellent communication, leadership, and change management skills.
  • A passion for creating great customer experiences and building engaged teams.

    • Benefits :

  • Medical, dental, vision, buy-up life, and short-term / long-term disability insurance.
  • Employer paid $50,000 in Life Insurance.
  • Safe harbor 401K plan match with 100% match on the first 3% of contributions, then 50% on the next 2% of contributions.
  • Paid holidays and PTO
  • Various performance-based bonus programs

    • Be part of a company that values innovation, service, and people. Your proven leadership truly makes a difference at this company!.

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    Director Of Customer • Strongsville, OH, US