Customer Care Transformation Director Role

Elevate customer experiences with Xplore Inc. as Director of Customer Care Strategy & Enablement. Lead the shift to a modern, digital-first contact center that maximizes customer value.

In this pivotal role, you will oversee the strategic transformation of Customer Care, creating memorable customer journeys and optimizing operations. Your expertise in stakeholder management, data-driven insights, and operational effectiveness will be crucial in reshaping the contact center into a value-adding function that enhances retention.

Key Responsibilities:
• Create strategic roadmaps for customer care evolution
• Ensure customer-centric processes and workflows
• Champion automation and self-service initiatives
• Improve customer retention through innovative strategies
• Lead continuous improvement and agility in operations

Requirements:
• Extensive experience in customer care leadership
• Knowledge of telecommunica...