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About the Role
Lead the programs, standards, and strategies that shape client care across North American Care Centers. Partner with Operations and leadership to deliver a consistent, compassionate, and high-quality customer experience.
Responsibilities
- Lead Client Care Operations across North America
- Standardize service processes
- Coach Client Care leaders
- Develop training programs
- Monitor KPIs and customer feedback
- Lead workforce planning
- Partner with Operations
- Drive continuous improvement
- Present performance insights to leadership
Requirements
- 5+ years of leadership experience in customer service or client care
- Multi-site leadership experience
- Ability to travel up to 25%
- Availability for occasional evenings and weekends
- Successfully pass the E-Verify employment verification check
Skills
- Leadership
- Analytical skills
- Coaching
- Operational excellence
- Performance management
- Workforce planning
Location
- Remote USA
Work Type
- Full-Time
- Remote
Experience Level
- 5+ years
Education Level
- Bachelor's degree preferred
Salary/Compensations
- $80,000-90,000 + Annual Incentive
Benefits
- Medical, Dental & Vision
- 401(k) with employer match
- Company-paid Life Insurance
- Company-paid LTD
- Paid vacation and holidays
- Employee Assistance Program
- Gateway CarePath
- Pet Insurance
About the Company
- Gateway Services helps families through difficult life moments
- Operates North American Care Centers
Equal Opportunity
- Gateway Services is an Equal Opportunity Employer
- We celebrate diversity and are committed to creating an inclusive environment for all Team Members