The Director, Global Customer Care is a pivotal leadership role within the organization. Reporting directly to the SVP of Global Customer Operations, with a dotted line to the Director, Global Business Services (GBS) Lead, this role is responsible for defining and continuously improving the global Customer Care process design, service delivery model, and strategic roadmap.
This individual will work closely with Customer Service leadership, the Global Business Services (GBS) lead and peers, cross-functional stakeholders, and our Brooks Capability Center outsourced partners to deliver an integrated and efficient customer experience. The Director will lead efforts to transition, optimize, and sustain global Customer Care operations that are scalable, efficient, and customer-centric, driving operational excellence and exceptional satisfaction levels.