Senior Director Customer Care, Contact Center- Chat

Job Title: Digital Contact Center Operations Leader

🏢 Company: Optimum
📍 Location: New York City (Brooklyn area)
💰 Salary Range: $161,186 – $230,265/year (based on experience and qualifications)
🕒 Job Type: Full-time, Senior Leadership
🧭 Travel: Up to 10%

🌟 Why Optimum?

• Industry leader in connectivity and telecommunications

• Driven by core values: Ownership, Transparency, Community, Expertise

• Committed to employee development and customer-first innovation

🔑 Key Responsibilities

• Lead chat and social customer care operations, ensuring service excellence and performance metrics are met

• Monitor KPI attainment, take immediate action to improve performance on digital channels

• Design and implement customer care policies and procedures for social and chat support

• Present performance updates and insights to senior leadership, offering solutions for continuous improvement

• Identify and implement revenue-generating opportunities (e.g., upselling/cross-selling) in digital interactions

• Assess and recommend digital tools and technologies to enhance assisted digital care

• Collaborate across departments to deploy tools and improve outcomes for NPS, CSAT, and customer loyalty

• Identify training needs and work with Workforce Management (WFM) to ensure staffing and forecasting accuracy

• Drive cross-functional improvement initiatives focused on digital experience optimization

✅ Required Qualifications

• Bachelor’s degree required; Master’s degree preferred

• 10+ years of leadership experience, specifically managing digital customer care operations

• Proven track record leading large-scale call centers or BPOs

• Deep experience with digital channels (chat, social, etc.) and contact center strategy

• Strong analytical and presentation skills

• Ability to work under pressure and meet tight deadlines

• Results-oriented and data-driven decision-maker

• Industry experience in telecommunications is a plus

🧠 Ideal Candidate Traits

• Strategic leader with deep knowledge of customer care ecosystems

• Passionate about digital transformation and improving customer experiences

• Experienced in revenue enablement through digital upselling/cross-selling

• Comfortable influencing C-suite stakeholders and managing change at scale

• Committed to continuous improvement and team development

🎁 Perks & Culture

• Competitive pay + performance-based incentives

• Inclusive and transparent work environment

• Strong culture of collaboration and learning

• Equal Opportunity Employer with a focus on diversity and belonging