Executive Director Of Customer Care

ESO

Remote
Remote
Customer satisfaction and retention
24/7/365 support operations
Cross-functional collaboration
ESO is seeking an Executive Director of Customer Care to lead and enhance its customer care organization, ensuring high levels of customer satisfaction and operational excellence. The ideal candidate will have extensive experience in customer support within a technical or SaaS environment, particularly in healthcare technology

Job Summary

  • The Executive Director of Customer Care is responsible for the strategy, execution, and continuous evolution of ESO's customer care organization, owning customer satisfaction, retention risk mitigation, and operational excellence.
  • This role leads leaders and managers, translates strategic direction into executable operating models, and ensures the organization supports mission-critical healthcare customers in a 24/7/365 environment.
  • ESO offers a comprehensive suite of benefits including competitive health plans, PTO, 401(k) with company match, and paid parental leave.

Matching Summary

Match Score: 85

ESO is seeking an Executive Director of Customer Care to lead and enhance its customer care organization, ensuring high levels of customer satisfaction and operational excellence. The ideal candidate will have extensive experience in customer support within a technical or SaaS environment, particularly in healthcare technology.

Skills & Requirements

Must-have

  • Customer satisfaction and retention
  • 24/7/365 support operations
  • Cross-functional collaboration
  • Data-driven decision making
  • Leadership of managers and senior leaders

Nice-to-have

  • Proactive customer focus
  • Healthcare technology experience
  • High-growth scaling experience

Key Requirements

  • 10-12+ years of progressive experience
  • Proven experience leading managers
  • Experience with executive communication
  • Strong understanding of enterprise applications
  • Experience operating in a 24/7/365 support model
  • Bachelor's degree or equivalent experience

Work Rights

Not specified

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