Director, Customer Care

What You’ll Do

• Lead the Customer Care team providing ongoing service to state and federal customers.
• Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.
• Own and manage performance against established KPIs, including call volume, response time, CSAT, and ticket resolution.
• Monitor workload, ticket trends, and capacity to ensure appropriate coverage and service levels.
• Conduct call monitoring and hands-on coaching to drive continuous improvement in performance and quality.
• Establish clear goals, expectations, and accountability for team members.
• Partner cross-functionally with Commercial, education, Product, and Operations teams to resolve customer issues and improve the end-to-end customer experience.
• Lead operational and process improvement initiatives to increase efficiency, scalability, and customer satisfaction.
• Leverage data, automation, AI, and performance insights to enhance workflows, coaching effectiveness, and service delivery.
• Support new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination.
• Support customers operating in regulated state and federal environments in alignment with contractual and service requirements.
• Partner with HR on hiring, onboarding and talent development.
• Manage day-to-day operations of a team of Customer Care team members.

Requirements

• Minimum of 7 years of progressive experience in customer care, customer support, or customer operations roles.
• Ability to obtain and maintain a federal security clearance, as required by customer contracts.
• Experience leading customer care teams and managing day-to-day support operations.
• Experience supporting state, federal, or other regulated public-sector customers preferred.
• Ability to manage and improve performance using service metrics and KPIs.
• Strong coaching, communication, and problem-solving skills.
• Experience working with globally distributed or international teams.
• Ability to work effectively in a cross-functional, matrixed environment.
• Experience leveraging automation, AI, or analytics to improve customer care performance and processes.
• Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed.