Offer summary

Qualifications:

Bachelor’s degree in information technology, Business Administration, or a related field., 5+ years of experience in technology strategy, implementation, or operations in customer care environments., Proven track record in managing large-scale technology projects in multilingual, multi-channel settings., Strong knowledge of CRM platforms, contact center solutions, and experience with AI-driven tools..

Key responsibilities:

Develop and execute a technology roadmap for customer care tools aligned with business goals.

Oversee the implementation of customer support tools and ensure seamless integrations.

Identify gaps in system performance and define KPIs to assess tool effectiveness.

Build and lead a high-performing team while managing vendor relationships for technology solutions.

Job description

Overview

We are seeking a visionary and results-oriented Director of Customer Care Tools and Solution Technology to lead the development, implementation, and optimization of technology platforms and tools that enhance our global customer care operations. This role will oversee the strategic alignment of systems, processes, and solutions to improve efficiency, elevate the customer experience, and enable our multi-channel contact center team to meet SLA targets. This position requires a leader with a strong technical acumen, experience in customer support environments, and a passion for delivering technology solutions that drive business results.

Responsibilities

Technology Strategy & Leadership

Develop and execute a technology roadmap for customer care tools and solutions to align with business goals andSLA requirements.
Evaluate emerging technologies, platforms, and tools to determine their potential to enhance support operations across phone, chat, and email.
Collaborate with stakeholders in Operations, IT, and Customer Experience to ensure solutions meet the needs of multilingual teams in NA, EMEA, and APAC markets.

Solution Design & Implementation

Oversee the implementation of customer support tools, including CRM, omnichannel platforms, chatbots, IVR, ticketing systems, and workforce management solutions.
Ensure integrations between tools are seamless and deliver actionable insights for operations teams.
Drive automation and self-service initiatives to improve operational efficiency and reduce customer effort.

Performance Optimization

Identify and address gaps in system performance, user experience, and process inefficiencies.
Define KPIs and regularly assess the performance of tools in meeting SLA targets and business objectives.
Partner with Analytics teams to leverage customer data to improve service delivery and personalization

Team Leadership & Vendor Management

Build and lead a high-performing team of technical specialists, analysts, and system administrators.
Manage relationships with third-party vendors and solution providers to ensure timely delivery and optimal support of technology solutions.
Facilitate contract negotiations and maintain budgets for customer care technology investments.

Qualifications

Bachelor’s degree in information technology, Business Administration, or a related field.
5+ years of experience in technology strategy, implementation, or operations, and leadership role supporting customer care or contact center environments.
Proven track record of managing large-scale technology projects in a multilingual, multi-channel customer service environment.
Deep understanding of CRM platforms, contact center solutions, and omnichannel support tools.
Experience implementing Al-driven solutions like chatbots, automation tools, and machine learning-powered analytics.
Strong knowledge of SLA management, WFM tools, and contact center performance metrics.
Exceptional communication and stakeholder management skills, with the ability to present technical concepts to non-technical audiences.
Strategic thinker with a focus on results and execution.
Ability to thrive in a fast-paced, global environment.
Strong leadership skills with a passion for team development and cross-functional collaboration.

Benefits

The annual base salary range is $125000 - $145000 / year. This range represents the anticipated low and high end of the salary for this position. This role is also eligible to receive short term incentives that align with individual and company performance. Salary will be determined by the education, experience, knowledge, skills, and abilities of the applicant, internal equity, and alignment with market data. Salary is one component of the Foot Locker, Inc. total compensation package, which includes the below.

Foot Locker Benefits