Director, Customer Care Operations

About Our ClientOur client is the leading food for work technology company in the US, connecting anyone who needs food for their workplace to over 100,000 restaurants nationwide. For workplaces, the company provides flexible and scalable solutions for everything from recurring employee meals to one-off meetings, all backed by 24/7 customer service with real humans. The company also enables companies to manage their food spend in a single, customizable platform. For restaurant partners, the company helps them grow their business by bringing them more orders and new high-value customers.About The RoleThe Director of Customer Care Operations will lead the in-house customer support organization, including Frontline, Escalations/Retention, Enterprise & Specialty Services teams. This role will be responsible for day-to-day customer support execution, ensuring the team delivers a best-in-class customer experience and efficiency. The Director is accountable for overall performance against SLAs and key operational metrics; working closely with BPO Governance and WFM leads to ensure optimal staffing and performance across all teams. The Director reports directly to the VP, Customer Care.Key ResponsibilitiesManage and optimize day-to-day operations for frontline and enterprise/specialty services; across voice, chat, email, and digital self-service channels.Own execution against key operational KPIs, including CSAT (Customer Satisfaction), ASA (Average Speed of Answer), FCR (First Contact Resolution), TTR (Time to Resolution), backlog/aging, and cost per contact.Work closely with Workforce Management and BPO leads on scheduling, forecasting, and staffing to ensure optimal coverage and service level achievement.Partner with QA and training to roll-out programs, calibrate scoring, provide feedback, and drive continuous improvement in agent performance.Deploy scalable Enterprise Support/Specialty Services model to provide differentiated, and high-value experiences for strategic and key accounts.Drive continuous improvement, coordinating with cross-functional teams on escalations, root-cause analysis, and implementing preventions (policy, process, tooling, training).Lead, mentor, and develop a high-performing and engaged operations team, fostering a data-driven, customer-obsessed culture.Provide weekly/monthly reporting and business reviews to Operations leadership, highlighting CS health, performance, initiatives, risks, and resource needs.Participate in change-management and tool implementations (e.g., CCaaS, CRM, chatbot/AI rollout), working closely with the VP, Technology and Project teams.Build and nurture high-trust partnerships with colleagues across the business that enable close collaboration in service of company-level goals.Required Qualifications12+ years of progressive experience in customer support and operations, with 5+ managing teams (50+ FTEs).Marketplace or consumer services experience; surge/seasonality and global coverage.Proven results improving CSAT/NPS, FCR, TTR/AHT, ASA, and cost-to-serve at scale.Change management experience, operationalized processes, and a relentless focus on measurement and continuous improvement.Strong grasp of workforce planning, knowledge management, training and QA.Strong working knowledge of industry-standard tooling; CRM, CCaaS/IVR, WFM/QA.Strong leadership, communication, and change-management skills.Salary RangeThe national cash compensation range for this role is $180,000-$250,000.What You’ll Get from UsYou’ll get a terrifically compelling experience in an innovative, high performing environment. You’ll get to work with engaged and passionate colleagues on challenging and impactful projects. You will have opportunities to grow in your career, and work in a place that values work/life harmony.You’ll get market competitive salary, stock options, 12 paid holidays, flexible PTO, 401K with a match, health/dental/FSA, long-term disability insurance, mental health and family planning resources, remote-hybrid work from home or a mixture of both home and office, a tremendous amount of responsibility and autonomy, and knowing that you helped transform the food for work space.Note:“We are not the EOR (Employer of Record) for this position. Our role in this specific opportunity is to connect outstanding candidates with a top-tier employer. Swooped helps candidates around the world to discover and stay focused on the jobs they want until they can complete a full application in the hiring company career page/ATS.”