[Remote] Lead, Customer Care Operations
Note: The job is a remote job and is open to candidates in USA. Petco is dedicated to improving the lives of pets and their owners, and they are seeking a Lead in Customer Care Operations to oversee operational performance and enhance customer satisfaction. The role involves translating business goals into operational plans, managing vendor relationships, and driving accountability to improve overall service delivery.
Responsibilities
- Own end-to-end operational performance for assigned business areas—from business group engagement to execution with BPO partner(s)—with delivery responsibilities across the Philippines and India
- Translate business goals into operational plans and success measures; define and maintain playbooks, SOPs, and change control for assigned areas
- Lead regular performance reviews with business stakeholders and vendor leadership; drive accountability, track actions to closure, and communicate status, risks, and decisions
- Reduce inbound contact volume through root cause analysis, defect elimination, policy/process simplification, and self-service/deflection strategies (e.g., IVR, digital, help content, chatbots)
- Improve Customer Satisfaction (including NPS) and Agent Satisfaction through quality mechanisms, coaching through influence, journey refinements, and rapid remediation of negative drivers
- Synthesize Voice of the Customer (VoC) insights from Salesforce case data, Amazon Connect signals, surveys, QA, and escalation themes; influence partner roadmaps and prioritization
- Partner with Workforce Management, Training, and Quality to ensure accurate forecasting, staffing readiness, knowledge currency, and calibration across channels
- Own incident management and service restoration for assigned areas; coordinate with Technology, Product, and BPO operations to resolve issues and communicate customer and business impacts
- Build and maintain clear dashboards and narratives that illuminate customer pain points and operational health using Amazon Connect and Salesforce datasets
- Ensure vendor governance including statement-of-work adherence, performance to expectations, change requests, invoice validation, and Quarterly Business Reviews (QBRs)
- Keep current on contact center platforms, analytics, and industry practices; recommend innovations that enhance efficiency and customer experience
- Works with little to no supervision and exercises significant independent judgment. Often acts as a project lead and may lead, train, assign and check work of associates at vendor partners; may make recommendations on performance and staffing activities
Skills
- Bachelor's degree or equivalent practical experience; advanced degree a plus
- 8+ years of progressive experience in contact center operations, customer care, or service delivery, including 3+ years leading outsourced/BPO operations through influence
- Proven track record reducing contact volume and improving Customer Satisfaction (including NPS) and Agent Satisfaction
- Hands-on experience with Amazon Connect (telephony/IVR) and Salesforce (CRM/case management)
- Ability to translate data into decisions and narratives; proficiency with spreadsheets and dashboards to communicate performance and VoC insights
- Strong stakeholder management and vendor leadership skills; comfortable influencing senior leaders and large vendor teams without direct authority
- Continuous improvement mindset (Lean/Six Sigma experience preferred)
- Excellent written and verbal communication with the ability to lead cross-functional and vendor teams across geographies (Philippines and India)
- Continuous improvement mindset (Lean/Six Sigma experience preferred)
Benefits
- For a more detailed overview of Petco Total Rewards, including health and financial benefits, 401K, incentives, and PTO - see https://careers.petco.com/us/en/key-benefits
Company Overview
Company H1B Sponsorship