Head of Customer Care

Founded in 1956, the Jacuzzi® Brand has grown to become the modern-day Jacuzzi Group, the premier manufacturer of functional products for the home and outdoor space found in more than 60 countries. Jacuzzi Bath Remodel is the fastest growing business unit of Jacuzzi Group with 13 successful locations launched nationwide in under 5 years. Jacuzzi Bath Remodel combines our premium materials, knowledgeable sales team, experienced in-house certified installers and over 70 years of proven excellence to deliver the highest standard of customer satisfaction.

The Head of Customer Care is responsible for developing and executing the overall customer service strategy to deliver an exceptional customer experience. This leader is highly results-oriented, setting clear goals, driving accountability, and fostering a high-performance culture focused on continuous improvement. The role leads customer care operations, develops and coaches high-performing teams, and partners cross-functionally to improve customer satisfaction, operational efficiency, and overall business performance. Success in this role requires a strong customer-first mindset, strategic leadership, a passion for developing people, and the ability to drive measurable results while maintaining an unwavering commitment to quality, service excellence, and employee success.

Requirements

• Develop and execute a multi-year customer care strategy that aligns with the organization’s vision, growth, objectives and customer experience goals.

• Build and maintain a customer care roadmap focused on service excellence, operational efficiency, technology adoption and continuous improvement.

• Lead, coach, and develop supervisors, and customer care team members to foster a culture of accountability, engagement and continuous improvement.

• Establish and monitor key performance indicators, including, Net Promoter Score, First-Call Resolution, Response Times, Service Levels and Quality performance.

• Identify trends in customer feedback and implement process improvements to enhance customer experience.

• Oversee daily customer care operations, ensuring timely and effective resolution of customer inquiries, complaints and escalations.

• Partner with Sales, Production, Manufacturing, Legal and Central Services to resolve customer issues and improve business processes.

• Develop and maintain customer service policies, procedures and best practices.

• Manage department staffing plans and resource allocation.

• Prepare and present performance reports and strategic recommendations for executive leadership.

• Ensure compliance with company policies and quality standards.

• Champion a customer-first culture throughout the organization.

• Oversees direct employees time and attendance policies. 
• Performs other related duties as assigned.

EXPERIENCE AND QUALIFICATIONS

• Bachelor’s degree and 8-10 years of progressive customer service and or customer care leadership experience.

• 5 years managing leaders and customer service teams

• Leadership skills that continually motivate and drive consistent team productivity.  
• Cross functional communication skills working directly with employees and customers.
• Dependable and goal oriented demonstrated via prompt and timely responses.

• High level of proficiency in Microsoft Office (Word, Excel, and PowerPoint)

• Exceptional customer service skills

• Collaborative spirit able to solve problems under pressure.

• Strong ability to multi-task adapting to rapid change.

Compensation is based on experience; $131,000+ and bonus potential

Benefits

• 401(k) with matching program
• Dental insurance
• Health insurance
• Health savings account
• Life insurance
• Paid time off
• Vision insurance