Director of Customer Care

Company: LHH US
Location: Rochelle Park
Posted on: February 18, 2026

Job Description:

Job Description Job Description Here's the deal: Our client runs a national, multi-location distribution business with customer service decentralized across nine regions. They need a seasoned Director to standardize the customer experience, unify processes, and lead people-so every customer gets the same high-caliber service whether they're in Boston or Dallas. The mission One voice, one way: Create uniform standards across nine independently run customer service groups; drive consistency for escalations, policies, and communications. Build the central nervous system: Become the subject-matter expert for how the company faces customers-document, standardize, and scale best practices across functions. Drive change in a legacy environment: Treat this like a start-up build within a mature business. Challenge the status quo, modernize workflows, and lead through change. What you'll lead People & culture: Mentor and professionalize a distributed team. Inspire camaraderie and collaboration; co-create training and coaching programs that stick. Operations: Stand up a clear operating model for ordering, delivery, returns, credits, and escalations. Ensure one playbook is used everywhere. Cross-functional relationships: Partner with Sales, Operations, Quality, Purchasing, Warehouse, and Distribution Center leadership to keep the end-to-end experience tight. Data-driven improvements: Track customer KPIs (first-contact resolution, order accuracy, on-time delivery, NPS) and use insights to sharpen decisions and fix root-cause issues. Outcomes you'll own Consistency across nine regions-one standard for handling issues and escalations. A documented playbook with training that raises baseline performance across teams. Better decisions, faster: Exercise strong judgment to make customer-smart choices that are also smart for the business. Bench strength: Build leaders and a pipeline below the senior tier; mentor and level-up managers. Reporting & structure Two Customer Service Managers will be direct reports. Collaborate with nine General Managers who run distribution centers (historically managed their own P&L, including customer service). Travel & location Remote role with travel to meet teams; ~25% in the beginning, then decreasing as standards take hold. Who you are Seasoned operator who has led decentralized service teams and driven enterprise-wide standardization. Change leader comfortable challenging norms-clear communicator who documents and scales what works. Entrepreneurial mindset inside a larger company-hands-on, scrappy, and outcomes-obsessed. Culture builder who can rally teams, create camaraderie, and raise the bar through training and coaching. Sharp judgment-balances customer wins with business realities. Bonus backgrounds: Hospitality or travel industries Nice-to-have tools & experience CRM, call-center platforms, dispatch/logistics systems; familiarity with order management and returns workflows. Experience in high-volume distribution or last-mile environments; continuous improvement credentials (e.g., Six Sigma) Call Center experience The client offers medical, dental, vision, up to 15 days of PTO Pay Details: $120,000.00 to $130,000.00 per year Search managed by: Heather Stott-Mason Equal Opportunity Employer/Veterans/Disabled Military connected talent encouraged to apply To read our Candidate Privacy Information Statement, which explains how we will use your information, please navigate to https://www.lhh.com/us/en/candidate -privacy The Company will consider qualified applicants with arrest and conviction records in accordance with federal, state, and local laws and/or security clearance requirements, including, as applicable: The California Fair Chance Act Los Angeles City Fair Chance Ordinance Los Angeles County Fair Chance Ordinance for Employers San Francisco Fair Chance Ordinance Massachusetts Candidates Only: It is unlawful in Massachusetts to require or administer a lie detector test as a condition of employment or continued employment. An employer who violates this law shall be subject to criminal penalties and civil liability.

Keywords: LHH US, Meriden , Director of Customer Care, Customer Service & Call Center , Rochelle Park, Connecticut