Associate Director, Customer Care Center (Level 1)

Lead the transition and operations of a new global Customer Care Center (Level 1) as the first point of contact for customer interactions. Drive consistent service standards across phone, portal, chat, and automated channels, while introducing AI-enabled automation and self-service improvements. Partner with global teams to elevate both customer and employee experiences, sharing insights to guide leadership decisions. Oversee performance, workforce engagement, planning, cost effectiveness, and crisis readiness.