Senior Director of Customer Care

Yahoo is seeking a Senior Director of Customer Care to lead the vision, strategy, and execution for its global customer care team. This pivotal role involves managing a team of 40+ FTEs, overseeing omni-channel support (chat, voice, email, social media), and collaborating closely with engineering, privacy, security, and product leaders. The successful candidate will be responsible for leveraging AI to innovate and scale customer support services, manage P&L, and drive operational excellence to enhance customer loyalty for Yahoo's hundreds of millions of users worldwide.

Must Have

• Define and evangelize long-term customer care strategy.
• Partner with engineering, data infrastructure, privacy/legal, and security teams.
• Manage customer support costs within the annual budget (P&L responsibility).
• Oversee support channel operations, including vendor management.
• Provide user feedback to product teams for root cause fixes.
• Maintain expertise in AI-empowered support methods.
• 15+ years experience building and scaling customer support teams for large consumer organizations.
• Experience managing contact center operations and vendors.
• Experience using AI for chatbots and staff empowerment.
• Demonstrated ability to set and execute team strategy.
• 8+ years of people management experience (30+ FTE teams).
• Exceptional stakeholder management and communication skills.
• Hands-on mindset with seamless strategy-to-execution ability.

Good to Have

• Product management experience related to customer support (owning roadmaps, delivering features, measuring success).
• Experience in online identity space and authentication protocols.

Perks & Benefits

• Flexible hybrid work options
• Comprehensive benefits (healthcare, 401k, backup childcare, education stipends)
• Equal opportunity workplace
• Accessible environment for candidates/employees

Senior Director of Customer Care

Yahoo serves as a trusted guide for hundreds of millions of people globally, helping them achieve their goals online through our portfolio of iconic products. For advertisers, Yahoo Advertising offers omnichannel solutions and powerful data to engage with our brands and deliver results.

A Little About Us

Yahoo's Membership Platforms team provides Identity, Payments, and Privacy capabilities to all the Yahoo verticals. As a result, verticals can leverage these advanced capabilities instead of buying or building them themselves. The team also provides customer care to all verticals to help their users with any issues related to their account, payments or other customer issues, such as those specific to Mail, Finance, and Sports verticals.

Yahoo provides email services to 100’s of millions of users globally. Yahoo’s identity team is responsible for keeping users safe by ensuring only the owners of the account are able to access their inboxes and other data. As part of this charter, Yahoo is looking to reimagine the way it provides customer support to our large, loyal user base using the power of AI.

A Lot About You

We're looking for an experienced leader who is passionate about all aspects of customer service excellence, is highly organized, and communicates well with internal and external stakeholders. At Yahoo, the customer care team delivers world-class support and resolves customer issues effectively. As a leader of the team, you model ownership and accountability, superb service delivery skills, humility, and curiosity. You complement these skills with deep knowledge of our products and support policies that inform your judgment regarding issue severity, resolution steps, and customer impact. Additionally, you work well with customer teams to build solutions to user problems upstream before users need help.

Additionally, given our large and global user base, we’re looking for a leader that has used AI to help scale customer support services in a consumer internet industry.

Ultimately, you are the expert on how customer issues are handled, measured, improved, and generate customer loyalty. You support this expertise with a keen ability to break down large, complex problems into well-defined, manageable issues and an ability to use customer data and feedback to inform your judgment.

About the Role

We are seeking a Senior Director, Customer Care to lead the vision, strategy, and execution for our customer care team.

As a Senior Director, you will be responsible for setting the long-term vision for our customer care team, defining the roadmap, and driving execution to get the team to the vision. You will be responsible for managing a team of 40+ FTEs focused on providing users assistance via self-help resources as well as omni-channel support (chat, voice, email, and social media).

You will partner closely with Engineering, Privacy, Security, and Product leaders to ensure that Yahoo’s users are well supported with the latest up-to-date product information. You’ll work with partners from the Yahoo mail team to build and scale new ways to support customer issues.

This role requires someone who can operate strategically at the company level, while also being hands-on in execution, roadmap ownership, and day-to-day product delivery.

Responsibilities

• Vision & Strategy: Define and evangelize the long-term strategy for the customer care team using the latest product information and features complemented by your knowledge of the latest developments in the space.
• Stakeholder Engagement: Partner with engineering, data infrastructure, privacy/legal, and security teams to deliver customer support solutions. Partner with product and engineering leaders from the Yahoo mail team to help them build features to proactively keep users from getting locked out of their accounts.
• P&L responsibility: Responsibility for managing the cost of customer support within the annual budget. Ownership of metrics such as Cost Per Contact (CPC)
• Voice of the customer: Provide user feedback received via our support channels to product teams at the company to better fix root causes and improve products.
• Operational excellence: Oversee the operations of our support channels including vendor operations. Help Yahoo deliver support with superior CSAT scores while keeping costs in budget.
• Technical & Market Expertise: Maintain a strong understanding of latest developments in the field of customer support especially the development of AI empowered support methods.

Qualifications

• 15+ years of experience building, and scaling customer support teams for large consumer organizations.
• Experience managing operations teams for contact centers and working with vendors in the space. Experience working with AI to power chatbots and empower staff to make customer support a Yahoo product differentiator.
• Demonstrated ability to set team level strategy and successfully help the team get to the vision.
• 8+ years of people management experience including leading large FTE teams (30+).
• Exceptional stakeholder management and communication skills, with a track record of influencing executives and peers.
• Hands-on mindset with the ability to move from strategy to detailed execution seamlessly.

Nice to Have

• Product management experience related to customer support including owning roadmaps, delivering features and measuring success.
• Experience working in the online identity space and familiarity with the authentication protocols

The material job duties and responsibilities of this role include those listed above as well as adhering to Yahoo policies; exercising sound judgment; working effectively, safely and inclusively with others; exhibiting trustworthiness and meeting expectations; and safeguarding business operations and brand integrity.

At Yahoo, we offer flexible hybrid work options that our employees love! While most roles don’t require regular office attendance, you may occasionally be asked to attend in-person events or team sessions. You’ll always get notice to make arrangements. Your recruiter will let you know if a specific job requires regular attendance at a Yahoo office or facility. If you have any questions about how this applies to the role, just ask the recruiter!

Yahoo is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to, and will not be discriminated against based on age, race, gender, color, religion, national origin, sexual orientation, gender identity, veteran status, disability or any other protected category. Yahoo will consider for employment qualified applicants with criminal histories in a manner consistent with applicable law. Yahoo is dedicated to providing an accessible environment for all candidates during the application process and for employees during their employment. If you need accessibility assistance and/or a reasonable accommodation due to a disability, please submit a request via the Accommodation Request Form (www.yahooinc.com/careers/contact-us.html) or call +1.866.772.3182. Requests and calls received for non-disability related issues, such as following up on an application, will not receive a response.

We believe that a diverse and inclusive workplace strengthens Yahoo and deepens our relationships. When you support everyone to be their best selves, they spark discovery, innovation and creativity. Among other efforts, our 11 employee resource groups (ERGs) enhance a culture of belonging with programs, events and fellowship that help educate, support and create a workplace where all feel welcome.

The compensation for this position ranges from $143,080.00 - $311,150.00/yr and will vary depending on factors such as your location, skills and experience.The compensation package may also include incentive compensation opportunities in the form of discretionary annual bonus or commissions, in addition to equity incentives. Our comprehensive benefits include healthcare, a great 401k, backup childcare, education stipends and much (much) more.

Currently work for Yahoo? Please apply on our internal career site.