Director of Customer Care Strategy at Xplore

Transform customer support at Xplore Inc. as the Director of Customer Care Strategy & Enablement. Lead the evolution to a modern, insight-driven, and customer-centric contact center.
As the Director, you will define and execute a strategic roadmap for customer care, guiding the transition from traditional support to innovative service. This role requires strong leadership to develop seamless customer journeys, enhance operational efficiency, and champion digital adoption while retaining customers.
Key Responsibilities:
• Develop and implement long-term Customer Care transformation strategy
• Lead modern contact center capabilities and insights-driven initiatives
• Drive frictionless customer experiences across the journey
• Identify automation and digital adoption opportunities
• Establish execution plans for modern customer engagement strategies
Requirements:
• Proven leadership in customer care transformations
• Telecommunications experience or complex s...