Vector Solutions · 18 hours ago
Director Customer Care
Indianapolis, IN
Full-time
Hybrid
Director/Executive
$85K/yr - $100K/yr
7+ years expVector Solutions is seeking a Director, Customer Care to join our team. This role provides leadership to a team of customer care members, ensuring high-quality customer care and operational excellence while driving team performance.
ComplianceE-LearningSoftwareTraining
No H1B
Security Clearance RequiredU.S. Citizen Only
Responsibilities
Lead the Customer Care team providing ongoing service to state and federal customers
Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication
Own and manage performance against established KPIs, including call volume, response time, CSAT, and ticket resolution
Monitor workload, ticket trends, and capacity to ensure appropriate coverage and service levels
Conduct call monitoring and hands-on coaching to drive continuous improvement in performance and quality
Establish clear goals, expectations, and accountability for team members
Partner cross-functionally with Commercial, Education, Product, and Operations teams to resolve customer issues and improve the end-to-end customer experience
Lead operational and process improvement initiatives to increase efficiency, scalability, and customer satisfaction
Leverage data, automation, AI, and performance insights to enhance workflows, coaching effectiveness, and service delivery
Support new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination
Support customers operating in regulated state and federal environments in alignment with contractual and service requirements
Partner with HR on hiring, onboarding and talent development
Manage day-to-day operations of a team of Customer Care team members
Qualification
Required
Minimum of 7 years of progressive experience in customer care, customer support, or customer operations roles
Ability to obtain and maintain a federal security clearance, as required by customer contracts
Experience leading customer care teams and managing day-to-day support operations
Ability to manage and improve performance using service metrics and KPIs
Strong coaching, communication, and problem-solving skills
Experience working with globally distributed or international teams
Ability to work effectively in a cross-functional, matrixed environment
Experience leveraging automation, AI, or analytics to improve customer care performance and processes
Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed
Preferred
Experience supporting state, federal, or other regulated public-sector customers preferred
Company
Vector Solutions
Leading provider of technology solutions dedicated to driving safer, smarter decision-making in the world's most essential industries.
501-1000 employees
Funding
Current Stage
Late StageTotal Funding
unknownKey Investors
LLR Partners
2021-05-14Acquired
2011-07-01Private Equity
Leadership Team
Ari Vidali
Founder & Chief Strategist
Recent News
Company data provided by crunchbase