The Laboratory Animal Management Association is seeking a Director of Customer Care to enhance customer experience by transforming their customer care organization. This leadership role requires extensive experience in customer service operations, particularly within SAP, and focuses on streamlining processes, managing vendor relationships, and leading a customer-centric team
Job Summary
This role is responsible for elevating customer experience by evaluating and evolving our customer care model, ensuring internal and external customer journeys are seamless.
The incumbent will oversee vendor partnerships supporting Customer Care, including contract employees and outsourced services, ensuring efficiency, compliance, and cost optimization.
The Director will develop and inspire a team of leaders, bring unity to new and existing teams, drive upskilling and reskilling, and promote best-practice sharing to deliver a seamless, unified customer experience.
Matching Summary
Match Score: 85
The Laboratory Animal Management Association is seeking a Director of Customer Care to enhance customer experience by transforming their customer care organization. This leadership role requires extensive experience in customer service operations, particularly within SAP, and focuses on streamlining processes, managing vendor relationships, and leading a customer-centric team.
Salary
Base: $156,900.00 - $247,000.00; Bonus/Equity: Eligible for annual bonus and long-term incentive; Benefits: Comprehensive package including medical, dental, vision, retirement, paid holidays, vacation, and sick days
Skills & Requirements
Must-have
Customer experience transformation
Customer journey optimization
Vendor partnership management
SAP experience
KPI development and tracking
Cross-functional collaboration
Nice-to-have
Strategic leadership
Organizational transformation
Talent development
Fiscal accountability
Scalable service delivery
Key Requirements
Bachelor's Degree required
Minimum of 10 years of Customer Care / Service experience
Minimum of 10 years of people management experience
Extensive experience leading customer care operations within SAP or comparable enterprise systems