Director, Customer Care

**Director, Customer Care** =========================== **Location:** Midvale, UT, 84047 (on\-site) **What You Will Do** -------------------- ### **Strategy \& Transformation Leadership** * Own the end\-to\-end strategy for migrating customer care from a remote, single\-shift Michigan\-based model to an in\-person, right\-sized Utah call center. * Partner with leadership on the phased rightsizing plan, translating projected and actual AI deflection rates into headcount, shift, and facility decisions. * Build the business case and roadmap for extending support coverage from the current 9 a.m. to 6 p.m. Eastern single shift toward eventual 24\-hour operation. ### **AI \& Bot Operations Governance** * Serve as the internal owner of the Decagon AI agent across chat, voice, and email, including conversation design, escalation logic, guardrails, and continuous tuning. * Manage the day\-to\-day relationship with Decagon and the Zendesk omnichannel platform, coordinating with IT/vendor partners on integration, uptime, and roadmap. * Own the human\-in\-the\-loop model: define what the bot resolves independently, what it escalates, and how live agents pick up a conversation with full context. * Track deflection, containment, and true resolution rates weekly; distinguish real resolution from false deflection and reset assumptions as real data comes in. ### **SOPs, Quality \& Brand Voice** * Author and maintain the SOPs, macros, and knowledge base that govern both the AI agent and human agents, so every channel resolves issues the same way. * Define and protect mophie/ZAGG's brand voice across chat, voice, and email, including how the AI agent is trained and audited to stay on\-brand. * Build a quality assurance program (QA scoring, calibration, CSAT/NPS tracking) that covers both AI\-handled and human\-handled interactions. ### **Workforce Planning \& Scheduling** * Design the staffing and scheduling model for the new in\-person Utah team, including the shift structure needed to extend toward 24\-hour coverage. * Build and maintain the headcount rightsizing model, adjusting staffing levels on a defined cadence as volume and actual deflection rates change. * Plan for volume surges (seasonal, promotional, product launch) with a flexible staffing approach rather than fixed headcount. ### **Talent Acquisition \& Team Build** * Own talent acquisition for the new Utah\-based team: sourcing, interviewing, hiring, and onboarding, in partnership with HR/People. * Define the org structure, leveling, and career path for the rebuilt team, including future team lead / supervisor roles. * Build the training program that ramps new hires quickly on product, tools, brand voice, and how to work alongside the AI agent. ### **People Leadership** * Retain and lead the current Senior Manager through the transition, and hire/build the leadership layer beneath this role as the Utah team scales. * Set individual and team performance goals tied to CSAT, qualit