The Director of Customer Care is responsible for leading and optimizing inbound customer service operations across multiple teams, ensuring a seamless customer experience from point of sale through installation and post-PTO (Permission to Operate). This role oversees customer service teams in Orem, Utah (serving in-flight installation customers) and the Philippines (supporting operational customers post-PTO across all brands), as well as the Operations & Maintenance (O&M) group.
This leader will drive improvements in service levels (SLAs), average wait times, and key inbound call center metrics, ensuring operational efficiency, high customer satisfaction, and alignment with business goals.
Key Responsibilities:
Customer Service Operations Management
- Oversee inbound customer service teams supporting customers from point of sale through installation and post-PTO.
- Manage daily operations of call center teams in Orem, Utah (in-flight installation support) and the Philippines (post-PTO customer care).
- Lead the Operations & Maintenance (O&M) team to handle post-installation service needs and long-term system performance.
Performance & Service Level Management
- Monitor and optimize key performance indicators (KPIs), including SLAs, average handle time (AHT), first-call resolution, and customer satisfaction scores.
- Develop and execute strategies to improve response times, reduce wait times, and enhance customer interactions.
- Implement best practices in workforce management, staffing, and scheduling to maximize efficiency and service quality.
Process & Technology Optimization
- Identify and implement process improvements to enhance the customer experience at every stage of the solar journey.
- Collaborate with internal teams to refine workflows and leverage technology for improved call routing, self-service options, automation, and ticketing systems.
- Ensure accurate reporting and data-driven decision-making for continuous service improvement.
Leadership & Team Development
- Recruit, train, and develop high-performing customer service teams across global locations.
- Foster a customer-centric culture focused on problem-solving, accountability, and continuous improvement.
- Work closely with Operations, Sales, and Marketing teams to align customer service strategies with overall business objectives.
Qualifications:
- Proven experience leading inbound customer service teams in a high-volume call center environment.
- Strong understanding of call center metrics, workforce management, and customer support technologies.
- Experience managing both domestic and offshore teams.
- Ability to analyze data and implement process improvements for efficiency and service quality.
- Strong leadership, communication, and problem-solving skills.
