by Job Title: Director of Customer Care
Company: Jordan’s Furniture
Location: East Taunton, Massachusetts
Description: The Director of Customer Care will elevate Jordans’ operation into a scalable, technology-enabled model, based out of its Taunton, MA contact center. This leader will shape how we support customers across every touchpoint, turning data and technology into a more consistent, more responsive customer experience that delivers measurable business value. You will take the lead on a high-visibility transformation, introducing smarter technology, stronger processes, and new ways of working to create a seamless service experience for Jordan’s customers and teams.
In this role you will lead, coach, and develop Customer Care managers and supervisors while shaping the strategy, priorities, and performance expectations for the function. You will also use customer insights, service data, and root-cause analysis to improve the service experience across ordering, delivery, pickup, returns, and store-to-digital handoffs.
Qualifications:
- Bachelor’s degree preferably in business, operations, technology, engineering, analytics, or a related field, or an equivalent combination of education and experience; MBA or another relevant advanced degree valued, but not required.
- 8+ years of progressive experience across customer experience, customer care, digital commerce, operations, product operations, corporate strategy, business transformation, or management consulting.
- Demonstrated success leading a scaled service organization through managers and delivering complex transformation from strategy and business case through implementation, adoption, and measurable results.
- Experience in a scaled retail, e-commerce, marketplace, or omnichannel consumer business strongly preferred.
- Fluency in modern customer-care capabilities, including CRM, CCaaS, omnichannel service, self-service, automation, analytics, and AI-enabled service solutions.
Read the full job listing for more information.
