Director of Customer Care and Delivery

DIRECTOR OF CUSTOMER CARE AND DELIVERY

ONSITE- FAIRBORN, OH

Our Values: 

At Morris Furniture Company, our values represent our distinctive core beliefs-the Morris way of doing business. Our Mission is “Making Homes Great” and we bring our mission to life through our values of: Professionalism, Quality, Ownership, Collaboration, Integrity and Fun.

Purpose: 

The Director of Customer Care and Delivery is responsible for providing strategic leadership, operational oversight, and continuous improvement across Customer Care and Delivery Operations. This role ensures an exceptional end-to-end customer experience by overseeing the Customer Care Call Center as well as Delivery Processing Team.

The Director will align people, processes, and technology to drive service excellence, operational efficiency, and customer loyalty while partnering cross-functionally to resolve issues, improve workflows, and support company growth.

General Description of duties: This job description is not intended to be all-inclusive. Employees may perform other related duties to meet the ongoing needs of the organization. Ensure adherence to designated policies and procedures with a company focus on mind.

Leadership and Strategic Oversight

·      Provide leadership and direction to Customer Care and Delivery Operations leaders and associates.

·      Establish departmental goals, KPIs, and performance standards aligned with company objectives.

·      Develop and execute short- and long-term strategies to enhance customer satisfaction, service quality, and operational efficiency.

·      Serve as a key member of the operational leadership team, contributing to enterprise-wide initiatives and decision-making.

·      Foster a culture of accountability, collaboration, critical and creative thinking, and continuous improvement.

Customer Care Operations

·      Oversee all Customer Care contact channels including calls, emails, chats, text messaging, and escalation management.

·      Ensure achievement of service level standards, quality metrics, and customer satisfaction goals.[CO1] 

·      Guide the development and execution of training, coaching, and quality assurance programs to strengthen agent performance.

·      Monitor call center volume forecasting, staffing models, and scheduling to support business needs.

·      Oversee handling of complex and escalated customer issues, ensuring timely resolution and consistent communication.

·      Partner with stores, delivery, warehouse, and service teams to resolve customer concerns.

Delivery Operations

·      Provide oversight for Delivery Processing, ensure accurate, timely, and efficient execution.

·      Establish and maintain standardized processes that support on-time delivery, accurate documentation, and inventory integrity.

·      Monitor and analyze data to identify trends, root causes, and improvement opportunities.

·      Partner with warehouse, delivery, and inventory teams to improve coordination and communication across the delivery lifecycle.

·      Ensure compliance with internal policies, service level agreements, and operational controls.

·      Oversee resolution of delivery-related escalations and ensure accountability across teams.

Cross-Functional Collaboration

·      Partner with Operations, Stores, Warehouse, Merchandising, and IT teams to improve workflows and customer outcomes.

·      Collaborate with leadership to identify upstream opportunities to reduce customer contacts and delivery issues.

·      Support process improvement initiatives by contributing insights, data, and operational expertise.

·      Assist with customer investigations, disputes, and litigation support as needed.

Continuous Improvement and Reporting

·      Analyze operational data and customer feedback to drive improvements in service quality, productivity, and profitability.

·      Define, implement, and maintain standard operating procedures (SOPs) across Customer Care and Delivery Operations.

·      Ensure accuracy and integrity of reporting, dashboards, and performance metrics.

·      Lead or participate in special projects and organizational initiatives as assigned.

Qualifications:

·      Proven leadership experience in customer care, delivery operations, or a related operational environment.

·      Strong analytical, problem-solving, and decision-making skills.

·      Exceptional communication skills with the ability to influence at all levels of the organization.

·      Ability to manage multiple priorities in a fast-paced, high-volume environment.

·      Demonstrated success driving operational improvement and customer satisfaction.

Requirements:

·      Bachelor’s Degree in Business, Management, or related field preferred, or equivalent combination of education and experience

·      5 years of experience in customer service, call center, delivery operations, or related operational leadership roles

·      5 years of people management experience, including managers and supervisors

·      Experience overseeing service metrics, operational KPIs, and cross-functional initiatives

Work Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to stand, sit, talk, hear, see, bend, twist, and lift 50 pounds. This job description is not a comprehensive listing of activities, duties, or responsibilities that are required of the employee.

Confidential – For the use of appropriate Morris Furniture Co., Inc. employees only. Employment is at will. Neither this document, nor any other, unless specifically approved in writing by the CEO, Director of Human Resources, is to be construed as an employment contract. Morris Furniture Co., Inc. is an equal opportunity employer who is dedicated to a harassment-free environment. All Job Descriptions must be approved through Human Resources.