Das ist der Job
Your Mission
The Head of Customer Care is a leadership role reporting directly to the VP Operations.
Darum lohnt es sich
This position owns the end-to-end customer care delivery: day-to-day service excellence, team and BPO management, quality standards, and cross-functional influence.
The Head of Customer Care is expected to bring a sharp AI vision, strong data orientation, and a genuine appetite for operational innovation, working hand in hand with internal teams to continuously raise the bar.
Customer Care Leadership Own end-to-end service delivery across all channels (phone, email, app…) Define and enforce quality standards, SLAs, and escalation processes Lead the BPO relationship strategically: governance, performance management, contract optimization, and continuous improvement Manage and develop the internal Customer Care team 2.
We're looking for someone who brings both operational discipline and a genuine appetite for transformation. You'll know how to run a tight operation today while pushing hard on what tomorrow should look like. Your Responsibilities 1.
AI, Data & Performance Be the primary champion of AI within the care function: bring a clear, concrete vision of where AI can genuinely move the needle, and make the case for it with rigor Proactively identify high-impact use cases (automated resolution, smart routing, agent assist, predictive issue detection), push
