Director of Customer Care Operations - Chicago, Illinois

Perk (formerly TravelPerk) is on a mission to revolutionize business travel and spend management, eliminating shadow work and empowering real productivity. We're trusted by over 10,000 companies worldwide and driven by values like ownership, 7-star experiences, and teamwork. If you're passionate about shaping the future of work, join us!

Role Overview

As the Director of Customer Care Operations, North America, you will spearhead the vision and strategy for our NAM Customer Care operations. Leading a growing team of in-house and outsourced professionals, you'll ensure world-class service, customer satisfaction, and operational excellence, shaping the future of Perk's global Customer Care organization.

Day in the Life

Here's a glimpse of what you'll do each day:

• Leadership & Strategy: Define and communicate the strategic vision for NAM Customer Care, aligning with global objectives.
• Team Management: Lead, mentor, and develop a large team of customer care professionals, fostering a culture of excellence.
• Performance Monitoring: Track and analyze key performance indicators (KPIs) like response times (SLAs) and customer satisfaction (CSAT) scores, driving continuous improvement.
• Cross-functional Collaboration: Partner with teams like WFM, Operational Excellence, Account Management, Sales, and Product to resolve issues and implement process improvements.
• Financial Management: Manage the customer care budget, ensuring efficient resource allocation and achievement of financial targets.
• Vendor Management: Oversee relationships with outsourced customer care providers, ensuring quality and cost-effectiveness.
• Process Improvement: Identify and implement process improvements to enhance customer service delivery and operational efficiency.
• Customer Advocacy: Champion the voice of the customer, ensuring their needs are met and exceeded.
• Reporting & Analysis: Prepare and present reports on customer care performance to senior management.

Why Chicago, Illinois?

Chicago offers a vibrant and dynamic environment for both professional and personal growth. Here's why it's a great place to work and live:

• Talent Pool: Access to a highly skilled and diverse workforce.
• Central Location: Easy access to other major cities in North America.
• Cultural Hub: World-class museums, theaters, and music venues.
• Food Scene: Diverse culinary experiences, from deep-dish pizza to Michelin-starred restaurants.
• Affordable Living: Compared to other major cities, Chicago offers a relatively affordable cost of living.
• Parks & Recreation: Beautiful parks and lakefront access for outdoor activities.
• Transportation: Excellent public transportation system.
• Strong Economy: Diverse economy with opportunities in various industries.
• Education: Home to top-ranked universities and colleges.
• Sports: Passionate sports fans and home to several professional sports teams.

Career Path

This Director role offers significant opportunities for career advancement within Perk. Potential career paths include:

• Senior Director of Customer Care Operations: Overseeing a larger scope of operations, potentially including multiple regions.
• VP of Customer Care: Leading the entire global Customer Care organization.
• Chief Customer Officer (CCO): Responsible for all aspects of the customer experience across the company.

Salary & Benefits

The estimated salary range for this position in Chicago, Illinois is $160,000 - $240,000 per year. Perk also offers a comprehensive benefits package, including health insurance, paid time off, employee stock options, and more. (Refer to the Benefits section for a detailed list.)

Perk Culture

At Perk, we're driven by our values:

• Be an Owner: Take responsibility and drive results.
• Deliver a 7-Star Experience: Exceed customer expectations.
• Work as One Team: Collaborate and support each other.

We value curiosity, purpose, and mindset, not just knowledge. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you're excited about having a real impact and shaping how millions of people experience work, we'd love you on the team!

How to Apply

Interested in joining the Perk team? Apply online through our careers page. Please submit your resume and a cover letter highlighting your relevant experience and qualifications.

FAQ

1. What is Perk's mission? Perk's mission is to power real work by eliminating shadow work and empowering productivity.
2. What are Perk's core values? Our core values are Be an Owner, Deliver a 7-Star Experience, and Work as One Team.
3. What is the size of the NAM Customer Care team? The NAM Customer Care team consists of 400+ professionals, both in-house and outsourced.
4. What are the key performance indicators (KPIs) for this role? Key KPIs include response times (SLAs) and customer satisfaction (CSAT) scores.
5. What are the opportunities for career advancement? Potential career paths include Senior Director of Customer Care Operations, VP of Customer Care, and Chief Customer Officer (CCO).
6. What benefits does Perk offer? Perk offers a comprehensive benefits package, including health insurance, paid time off, employee stock options, and more.
7. What is the work environment like at Perk? Perk offers a collaborative and supportive work environment with opportunities for professional growth.
8. What skills are important for success in this role? Important skills include leadership, strategy development, performance management, and cross-functional collaboration.
9. What experience is required for this role? 10+ years of experience in customer care operations, with at least 5 years in a leadership role, is required.
10. How does Perk support employee growth? Perk provides professional development opportunities, tuition reimbursement, and other resources to support employee growth.