Director of Customer Care
Cleveland, OH
Customer – Customer Support /
Hybrid /
Hybrid
The BrandSundays for Dogs is a venture backed direct-to-consumer brand with the goal to make life easier on the modern dog parent so that they may spend more quality time with their dog.
We enable dog parents to not have to choose between quality and convenience when seeking the world’s best dog food. We are a team dedicated to the mission and consider ourselves skydivers, not plane passengers. We decide fast, fail fast and learn fast.
The Team & Role
At Sundays for Dogs, our subscription business is built on trust, love, and above all—an exceptional experience for both dogs and their humans. We’re searching for a strategic and customer-obsessed Director of Customer Care to lead, scale, and evolve our Customer Care organization.
You’ll oversee a team of 25+ in-house associates (including a manager, senior specialists, and ~20 associates) as well as an outsourced BPO partner. In this role, you’ll set the vision for how we serve customers today and in the future—building systems, processes, and teams that deliver a “best in show” experience at scale.
This is a critical leadership role for a fast-growing subscription business. You’ll not only ensure operational excellence but also design the next generation of customer care strategy, creating loyalty and lifetime value for our brand.
While the majority of the Customer Care team works remote, this role is based in our HQ in Cleveland, OH. Relocation support available to candidates interested in moving.
Your day-to-day:
- Define and execute the long-term strategy for Customer Care, ensuring alignment with company goals around loyalty, retention, and lifetime value.
- Champion the customer voice across the business and position Care as a brand differentiator.
- Lead a growing organization of 25+ in-house associates and an outsourced BPO, including developing leaders and creating career paths.
- Build a culture of empowerment, empathy, accountability, and data-driven performance.
- Drive operational excellence by owning key Care KPIs (CSAT, NPS, SLAs, efficiency) and implement systems, processes, and tools to scale.
- Oversee workforce planning, vendor management, QA, training, and knowledge management.
- Lead Care’s role in engagement, loyalty, and “Voice of the Customer” programs.
- Partner with Product, Ops, Tech, and Marketing to introduce new tools, automation, and policies that elevate customer experience. - including leading the selection and integration of a new CRM platform.
We'd love to hear from you if you have:
- 7–10+ years of progressive Customer Care/Experience leadership, including multi-level team management.
- Experience leading in-house teams and outsourced/BPO partners within a high-growth subscription or ecommerce business.
- Proven track record of scaling Care operations while improving customer satisfaction, efficiency, and retention.
- Skilled in leveraging AI within customer experience, including managing and scaling AI agents, integrating AI into QA, and using automation for routing and efficiency.
- Strategic thinker with operational rigor—able to balance long-term vision with day-to-day execution.
- Data-driven and fluent in Care metrics, workforce management, and QA practices.
- Strong cross-functional leadership skills; able to influence and partner across Product, Ops, Tech, and Marketing.
- Passionate about people leadership—skilled at coaching, motivating, and developing managers and frontline associates.
- Obsessed with customers (and ideally dogs!)—you believe in turning service interactions into lasting relationships.
- Adaptable, innovative, and energized by the pace of a high-growth, entrepreneurial company.
Why Join Us?
- Unlimited PTO – we trust you to take the time you need.
- Equity program – a chance to own part of the company!
- 401k plan with employer match – invest in your future.
- Annual work-from-home stipend – set up your workspace for success.
- Competitive Medical, Dental, Vision plans – company covers 80%.
- Sundays subscription for your pup! – because we care about your furry friends.
- Parental leave & PAWrental leave – support for growing families, both human and pet.
- Discounted pet insurance – keep your pets happy and healthy.
