Director Customer Care

Transform the Future of In-Store Retail Experiences 

Ready to join a company that’s leveraging AI to redefine how retailers engage customers and protect profitability? Indyme is the world’s leading provider of customer engagement and loss prevention technology for the retail industry. With more than 35,000 installations worldwide, our proven solutions help iconic brands like Walgreens, Walmart, TJX, Lowe’s, Safeway, and Dick’s Sporting Goods elevate their in-store experiences while reducing shrink. 

The Director, Customer Care, is responsible for leading and optimizing Indyme’s customer care function, ensuring the consistent delivery of high-quality service and operational excellence. This role serves as a central point of coordination across internal teams, customers, and third-party partners, and plays a critical role in maintaining and enhancing client satisfaction. 

As Director, Customer Care, you’ll be managing the Indyme customer care team consisting off: 

• Order Processing 

• RMA management 

• Store installations 

• Technical help desk 

• Application engineers 

This position serves as the hub for many internal and external activities and is often the face of the company to our customers. This position will continue Indyme’s strong culture of customer care by ensuring the highest levels of customer satisfaction. On a day-to-day basis, the Director, Customer interacts with internal departments, customers, and 3rd party installation partners to ensure that deliverables to customers are met on a timely basis. 

The customer care department has 10 team members with 4 direct reports. 

• This high visibility role reports directly to the VP Sales & Customer Care, ensuring you’ll receive the highest level of support and direct communication to the company’s executive team. You’ll work in an office environment and will be in constant communication with both staff and clients.  This coordinating role will require you to work effectively across several key departments including: 

• Indyme’s Executive Team 

• Sales – National Account Managers/Client Success Manager 

• Order Entry Project Coordinators 

• Sales Application Engineers (SAE) 

• Technical Support Staff Members 

• Manufacturing Team 

• Finance Team 

What we offer you:  

• A competitive salary with great benefits 

• A fun and cool work environment, loads of responsibility and great colleagues. 

• Mentorship and coaching to become an expert in retail customer engagement and loss prevention solutions. 

• You are not alone.  Our sales application engineers, project coordinators and finance team will support you every step of the way to help you manage our deployment projects. 

What You’ll do: 

• Head of the department, ensure compliance with internal processes and completion of daily customer care tasks. 

• Managerial skills: This position has four direct reports to you with 10 team members 

• Ensure high-quality output though process improvement and review of different business metrics 

• Maintain relationships with installation contractors 

• Work close with the SAE team members that Indyme solutions meet customer expectations in a timely matter 

• Proficiently and accurately utilize several internal software tools and templates including CRM, Order Management, etc. to ensure a timely and accurate flow of information.  

• Triage and prioritize problems arising in day-to-day operations to ensure resolution and/or escalation as necessary. 

• Prepare various standard and non-standard reports as necessary to facilitate internal operations 

• Monitor Customer care performance against customer’s SLA’s 

What We’re Looking For in You 

• Demonstrated leadership capability with experience managing cross-functional teams in a customer-facing environment 

• Strong project management skills, with the ability to manage multiple concurrent initiatives effectively 

• Highly organized, detail-oriented, and capable of prioritizing in a fast-paced environment 

• Proven ability to make sound decisions independently while maintaining alignment with broader organizational goals 

• Collaborative leadership style with a strong focus on team development and accountability 

• Commitment to delivering exceptional customer experiences and driving a customer-centric culture 

• Ability to establish and track key performance metrics to support continuous improvement 

Education and Experience: 

• Associate degree or equivalent professional experience in project coordination or related field preferred 

• Minimum of five years of experience in customer-facing roles 

• Minimum of five years of progressively responsible experience in project management or customer service operations 

• Experience working with CRM systems and enterprise software tools 

• Advanced proficiency in Microsoft Excel and standard Microsoft Office applications 

• Excellent written and verbal communication skills