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Director, Customer Care - Remote

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TE Connectivity

2mo ago

  • Job
    Full-time
    Expert Level
  • Customer Relations
  • Galway

AI generated summary

  • You need a bachelor’s degree, 10-15+ years in leadership roles, process improvement experience, strong business acumen, global mindset, and the ability to manage change and deliver results.
  • You will lead global Customer Care strategy, enhance customer experience, mentor teams, resolve issues, track KPIs, streamline operations, ensure compliance, and build leadership talent.

Requirements

  • Bachelor’s degree required; MBA or advanced degree preferred.
  • 10–15+ years of progressive leadership experience in customer service, sales operations, supply chain, or related functions within a global, matrixed organization.
  • Proven ability to drive strategic initiatives while managing daily operations in a fast-paced, customer-driven environment.
  • Strong business acumen with the ability to influence and align cross-functional stakeholders.
  • Hands-on experience implementing process improvement initiatives, preferably using Lean, Six Sigma, or TEOA principles.
  • Demonstrated ability to recruit, coach, and retain high-performing teams.
  • Experience leading through transformation and managing organizational change.
  • Familiarity with enterprise systems such as SAP, Salesforce, and case management platforms.
  • Comfortable presenting to executive leadership and engaging directly with key customers.
  • Global mindset with exceptional interpersonal, verbal, and written communication skills.
  • Willingness to travel up to 25% domestically and internationally.
  • A strong customer-first attitude and experience of customer relationship management.
  • Effective stakeholder management, both internal and external.
  • A results-driven individual who is commercially astute.
  • The ability to have business-based discussions focused on business value.
  • Capable of working under pressure and to measurable KPIs.
  • The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer.
  • The ability to facilitate discussion, give feedback and put words into action.
  • A results-driven individual who is commercially astute.
  • Capable of working under pressure and to measurable KPIs.
  • The ability to act on challenges and create forward-looking plans where value is currently not being achieved for the customer.

Responsibilities

  • Establish and execute a global Customer Care strategy that aligns with TE Medical’s business objectives and supports sustainable growth.
  • Champion an extraordinary customer experience by driving responsiveness, empathy, and operational efficiency across all touchpoints.
  • Lead, mentor, and develop a diverse, high-performing team across multiple regions; foster a culture of accountability, continuous improvement, and customer obsession.
  • Act as a key liaison between Sales, Operations, Supply Chain, Planning, Production, Quality, and IT to proactively resolve issues and meet customer commitments.
  • Partner with Sales and Operations to resolve critical delivery or service challenges; directly engage with customers when needed to restore confidence and satisfaction.
  • Lead the transformation of Customer Care using TE Operating Advantage (TEOA) tools and methodologies to streamline operations and drive consistency across regions.
  • Define and track key performance indicators (KPIs); analyze trends and take action to improve service levels, reduce costs, and increase productivity.
  • Ensure alignment to corporate policies, procedures, and best practices to uphold TE’s standards of integrity and excellence.
  • Identify opportunities to simplify processes, leverage automation, and enhance the use of technology to scale service delivery.
  • Develop succession plans and internal talent pipelines to build leadership bench strength and enable long-term organizational success.

FAQs

Do we support remote work?

Yes, this position is remote.

What are the key responsibilities of the Director, Customer Care?

The key responsibilities include establishing a global Customer Care strategy, driving customer experience, leading a high-performing team, resolving customer issues, transforming Customer Care operations, and tracking key performance indicators (KPIs).

What experience is required for this role?

Candidates should have 10–15+ years of progressive leadership experience in customer service, sales operations, supply chain, or related functions within a global, matrixed organization.

Is a specific educational background required?

Yes, a Bachelor’s degree is required, and an MBA or advanced degree is preferred.

What skills are emphasized for the candidate profile?

Key skills include strong business acumen, the ability to influence cross-functional stakeholders, hands-on experience with process improvements, and exceptional communication skills.

Will the Director, Customer Care need to travel?

Yes, there is a willingness to travel up to 25% domestically and internationally.

What competencies are important for this position?

Important competencies include managing and measuring work, motivating others, building effective teams, and embodying values like integrity, accountability, and teamwork.

What kind of team will the Director, Customer Care be leading?

The Director will be leading a diverse, high-performing customer service team across multiple regions.

Does the job include working with enterprise systems?

Yes, familiarity with enterprise systems such as SAP and Salesforce is preferred.

What benefits do TE Connectivity offer?

TE Connectivity offers a competitive salary package, performance-based bonuses, health and wellness incentives, an employee stock purchase program, and community outreach programs, among others.

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TE Connectivity

Manufacturing & Electronics
Industry
10,001+
Employees

Mission & Purpose

TE Connectivity is a global industrial technology manufacturing leader creating a safer, sustainable, productive, and connected future. Our broad range of connectivity and sensor solutions, proven in the harshest environments, enable advancements in transportation, industrial applications, medical technology, energy, data communications, and the home.