Director of Customer Care Center

The Director of Customer Care Center is a senior leader within Banking Operations responsible for setting the strategic direction, performance standards, and continuous evolution of the Customer Care Center. This role leads the development of a best-in-class, omni-channel customer engagement model that strengthens the Company’s brand, deepens client relationships, and serves as a competitive differentiator within the financial services industry. The Director oversees service delivery across multiple channels and product lines and partners closely with Technology, Digital Banking, Marketing, Retail and Commercial Banking, and Employee Development to drive innovation, operational excellence, and consistent, high-quality customer experiences

Position Goals:

• Customer Experience Excellence: Establish and sustain a high-performing, customer-centric Care Center that delivers consistent, high-quality service across all channels and strengthens client trust, loyalty, and brand perception.
• Strategic Operations & Performance Management: Drive operational efficiency, scalability, and financial performance through disciplined workforce planning, data-driven decision-making, and continuous process improvement aligned with Company growth objectives.
• Digital Enablement & Innovation: Advance the evolution of the Customer Care Center by leveraging technology, automation, analytics, and emerging tools to enhance service delivery, adaptability, and competitive positioning.
• Talent Development & Workforce Sustainability: Build, develop, and retain a skilled and engaged workforce through structured training, leadership development, and succession planning that supports long-term organizational success.
• Enterprise Collaboration & Strategic Influence: Serve as a strategic partner across the organization by aligning Care Center strategies with enterprise initiatives and contributing insights that support a seamless, integrated customer experience.

• Strategic Leadership & Governance
  • Define and execute a multi-year strategic roadmap aligned with Company priorities and digital strategy.
  • Position the Customer Care Center as a center of excellence and enterprise differentiator.
• Operations, Financial, & Performance Management
  • Oversee daily operations, staffing models, and service workflows.
  • Establish, monitor, and improve KPIs related to service quality, efficiency, customer satisfaction, and financial performance.
  • Develop and manage operating budgets and forecasts.
• Technology & Digital Transformation
  • Evaluate, implement, and optimize call center platforms, analytics, workforce management, and AI-enabled tools.
  • Lead change management and adoption of new technologies and processes.
• Talent, Training, & Workforce Strategy
  • Design and sustain onboarding, training, and development programs aligned with evolving products, regulations, and customer expectations.
  • Develop future leaders through coaching, performance management, and succession planning.
• Culture, People Leadership, & Collaboration
  • Recruit, develop, and retain a high-performing, customer-focused team.
  • Foster a culture of accountability, adaptability, and continuous improvement.
  • Partner cross-functionally to ensure consistent customer experiences across all channels

Key Success Factors:

• Strategic Leadership & Execution: Shapes and drives long-term Customer Care Center strategy aligned with organizational goals, anticipates future needs, and fosters enterprise-wide collaboration to execute sustained growth and service excellence.
• People Leadership: Drives team performance and development through coaching, accountability, engagement, and succession planning while balancing operational priorities with employee experience needs.
• Customer Focus: Anticipates evolving customer needs and integrates them into strategic planning, ensuring delivery of exceptional, consistent customer experiences across all engagement channels.
• Managing through Change & Uncertainty: Champions and leads significant operational and technological change with clarity and resilience, fostering adaptability and innovation while embedding change into organizational culture.
• Problem Solving & Decision Making: Applies a data-informed, reflective approach to complex operational and strategic decisions, anticipating risks and outcomes while empowering others to make sound decisions.

• Bachelor’s degree in Business, Marketing, Finance, or a related field required; an equivalent combination of education and directly relevant experience may be considered.
• Minimum of ten years of progressively responsible leadership experience in customer service, contact center, or operations environments.
• Demonstrated success leading technology transformation, process optimization, and workforce development initiatives.
• Proven ability to collaborate cross-functionally and lead effectively in a fast-paced, evolving environment.
• Strong strategic thinking, analytical capability, leadership presence, and written and verbal communication skills consistent with financial services standards.

• Medical
• Dental
• Vision
• 401(k) Match
• Profit Sharing
• Paid Time Off
• 11 Holidays
• Tuition Reimbursement
• Free Parking throughout Tompkins Community Bank
• Employee Referrals

Tompkins is committed to a policy of Equal Employment Opportunity ("EEO") with respect to all team members and applicants for employment and a work environment free from discrimination (including unlawful harassment) based on race, color, religion, sex, sexual orientation, transgender status, gender non-conformity, gender identity, gender expression, national origin, age, marital status, domestic violence victim status, disability, predisposing genetic characteristics, military or veteran status or status in any group protected by federal, state, or local law. 

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