Head of Customer Care

About the Role

Established in 1956, the Jacuzzi® Brand, now known as the Jacuzzi Group, is a leading manufacturer of home and outdoor functional products distributed across more than 60 countries. The Jacuzzi Bath Remodel division is the fastest expanding unit of the group, rapidly growing with 13 locations nationwide in under five years. Combining high-quality materials, an expert sales force, experienced certified in-house installers, and over 70 years of excellence, Jacuzzi Bath Remodel consistently achieves outstanding customer satisfaction.

The Head of Customer Care is a pivotal leadership position focused on creating and implementing a comprehensive customer service strategy that delivers an exceptional client experience. This role demands a results-driven leader who sets clear targets, promotes accountability, nurtures a culture of high performance, and continually seeks improvement. The position involves managing customer care operations, coaching teams for excellence, and collaborating cross-functionally to boost customer satisfaction, operational effectiveness, and overall business success. The ideal candidate must embrace a strong customer-first philosophy, possess strategic leadership abilities, be passionate about team development, and drive impactful outcomes while upholding quality, service excellence, and employee growth.

Key Responsibilities

• Design and implement a long-term customer care plan aligned with the organization's vision, growth initiatives, objectives, and customer experience targets.
• Create and maintain a roadmap focusing on service quality, operational optimization, adoption of technology, and ongoing enhancement.
• Lead, mentor, and develop supervisors and customer care staff to cultivate accountability, engagement, and continuous improvement.
• Define and track vital performance metrics such as Net Promoter Score, First-Call Resolution rates, response times, service levels, and quality benchmarks.
• Analyze customer feedback trends and introduce process improvements to elevate customer experiences.
• Manage daily customer care functions ensuring prompt and effective resolution of inquiries, complaints, and escalations.
• Collaborate with departments including Sales, Production, Manufacturing, Legal, and Central Services to resolve customer issues and refine business operations.
• Develop, update, and enforce customer service policies, standards, and best practices.
• Oversee workforce planning and resource allocation within the customer care department.
• Prepare and deliver performance reports and strategic guidance to executive leadership.
• Ensure adherence to company policies and quality standards.
• Promote and embed a customer-centric culture organization-wide.
• Manage time and attendance policies for direct reports.
• Perform additional related duties as assigned.

Required Experience and Qualifications

• Bachelor's degree required with 8 to 10 years of progressive experience in customer service or customer care leadership roles.
• Minimum of 5 years managing teams and supervisors in customer service environments.
• Strong leadership qualities that inspire motivation and consistently drive team productivity.
• Excellent cross-functional communication skills when interacting with employees and customers.
• Dependable and goal-focused demonstrated through prompt and timely task completion.
• Advanced proficiency with Microsoft Office applications including Word, Excel, and PowerPoint.
• Outstanding customer service expertise.
• Collaborative approach with ability to solve problems effectively under pressure.
• Strong multitasking capabilities and adaptability to rapid changes.

Compensation and Benefits

The salary is competitive and commensurate with experience, starting at $131,000 annually with bonus potential.

• 401(k) plan with employer matching.
• Dental coverage.
• Health insurance options.
• Health savings account (HSA).
• Life insurance.
• Paid time off benefits.
• Vision insurance.