Customer Experience Strategist for Global Family Care Services

6 days ago

Dallas, Texas, United States Care Full time

About Us:

Care.com is a leading consumer tech company dedicated to solving the universal challenge of finding quality care for loved ones. We foster a culture that reflects our commitment to innovation, empathy, and data-driven decision-making. Our team comprises entrepreneurs, self-starters, and experts who leverage technology to connect people and improve lives.

Job Overview:

We are seeking an experienced Senior Director, Voice of the Customer (VOC), to lead our VOC strategy and ensure customer insights drive product development, operational efficiency, and customer satisfaction. As a key member of our leadership team, you will develop and implement VOC strategies across multiple constituents, including consumers, Enterprise clients, HomePay customers, International customers, and back-up Care partners.

Key Responsibilities:

  • VOC Strategy Development: Design and execute comprehensive VOC programs to capture quantitative and qualitative feedback from various channels, including surveys, reviews, social media, and support interactions.
  • Cross-functional Collaboration: Partner with Product, Marketing, Member Care, Operations, and Legal teams to align VOC findings with product roadmaps, marketing strategies, and operational processes.
  • Customer Insights Analysis: Analyze VOC data to identify trends, generate actionable insights, and inform key business decisions, product enhancements, and marketing strategies.
  • Customer Advocacy: Act as the primary advocate for our customers, ensuring their needs and experiences are prioritized in product and operational decisions.
  • VOC Program Management: Establish and maintain VOC tools, methodologies, and reporting frameworks, implementing best practices to continuously refine and improve how we collect and act on customer feedback.
  • KPI Management: Develop and track key metrics related to customer satisfaction (CSAT), Net Promoter Score (NPS), and other relevant VOC indicators, regularly reporting findings to executive leadership and stakeholders.
  • Team Leadership: Hire, coach, and manage a growing team of VOC professionals, providing day-to-day leadership and fostering a culture of collaboration, continuous improvement, and customer-centricity.

Requirements:

  • 10+ years of experience in customer experience, VOC programs, or related fields, with at least 5 years in a leadership role.
  • Demonstrated success in developing and implementing VOC strategies that drive product improvements, operational efficiency, and customer satisfaction.
  • Strong analytical and problem-solving skills, with the ability to synthesize large volumes of data into actionable insights.
  • Proven ability to influence cross-functional teams and work collaboratively with stakeholders across Product, Marketing, Operations, and other departments.
  • Exceptional communication and presentation skills, with a track record of effectively advocating for customer needs at all levels of the organization.
  • Experience managing customer feedback tools and platforms, as well as familiarity with VOC methodologies such as surveys, customer journey mapping, and focus groups.
  • Advanced degrees or certifications in customer experience or VOC programs are preferred.

What We Offer:

  • A competitive salary range of $160,000 - $200,000 per year, based on qualifications and experience.
  • A comprehensive benefits package, including health insurance coverage, life, and disability insurance, a generous 401K employer matching program, paid holidays, and paid time off (PTO).
  • Ongoing professional development opportunities to enhance your skills and knowledge in customer experience and VOC management.
  • The chance to work with a talented team of professionals who share your passion for improving the customer experience and driving business growth.

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