Director, Global Customer Care

At First Advantage (Nasdaq: FA), people are at the heart of everything we do. From our customers and partners to our greatest advantage — our team members. Operating with empathy and compassion, First Advantage fosters a global inclusive workforce devoted to the diverse voices that make up our talent and products. Our team members empower each other to be their authentic selves and treat all with respect, integrity, and fairness.

Say hello to a rewarding career, and come join a leading provider of mission-critical background screening solutions to some of the most recognized Fortune 100 and Global 500 brands.

The Director, Global Customer Care, serves as a strategic and operational leader responsible for shaping and executing the vision for world-class customer service. This role supports First Advantage’s Premier Account Management team, which represents a ~$200M revenue portfolio, and is pivotal in driving scalable, client-centric solutions that enhance retention, fuel growth, and elevate the customer experience across global operations.
This leader will guide the strategic evolution of the Customer Care function, fostering a high-performance culture and developing strong leadership capabilities across the team. With a deep passion for customer advocacy and a commitment to process improvement, the Director will champion initiatives that elevate service standards, streamline processes, and deliver measurable business impact.
The ideal candidate brings a proven ability to lead through transformation, influence cross-functional stakeholders, and inspire teams to deliver exceptional results in a fast-paced, customer-centric environment.

What You'll Do:

• Service Delivery & Support Planning – Develop and maintain service plans that offer differentiated support aligned with enterprise goals and customer needs.
• Customer Experience Leadership – Champion a customer-first mindset by driving effective problem resolution and ensuring consistent satisfaction across all touchpoints.
• Team Leadership & Development – Lead and grow a senior operational management team, fostering performance through coaching, development planning, and clear accountability.
• Performance Metrics & Accountability – Establish and manage outcome-based performance metrics for Customer Care teams, promoting transparency and continuous improvement.
• Operational Efficiency & Cost Management – Identify and implement process improvements, workforce optimization strategies, and cost-saving opportunities while maintaining service excellence.
• Customer Insight & Feedback Integration – Manage special projects to gather customer insights and root cause analytics, translating findings into actionable improvements across operations.
• Service Level Management – Monitor and drive key service level metrics, ensuring consistent delivery and responsiveness to customer needs.
• Self-Service & First Contact Resolution – Enhance the customer journey by promoting self-service options and improving first-contact resolution rates.
• Compliance & Risk Management – Ensure full regulatory compliance and proactively identify and mitigate operational risks.
• Cross-Functional Collaboration – Work closely with peers and stakeholders across Commercial, Finance, Marketing, Operations, Client Success, Workforce Management, and other shared-service teams to align on customer-focused initiatives and improvements.
• Executive Reporting & Stakeholder Engagement – Provide timely updates and insights to senior leadership, serving as a trusted advisor on operational performance and customer trends.
• Change Management & Process Improvement – Lead and embed successful change initiatives, ensuring operational readiness and long-term sustainability.
• Client Partnership & Revenue Optimization – Collaborate with Client Relations to enhance profitability through strategic planning and partnership-driven growth.
• Strategic Innovation Leadership – Spearhead innovation projects that support Premier Account Management, with a focus on scalable success models.
• Client Hub Development – Lead the design and launch of a centralized Client Hub to streamline engagement and support.
• Client Health Score – Define and implement a robust Client Health Score framework to proactively manage client satisfaction and risk.
• Automated Communications – Oversee the creation of automated newsletters and other scalable communication tools.
• Routing & Support Schemas – Collaborate on the development of intelligent routing and support schemas to optimize service delivery.
• Analytics Enablement – Partner with Business Intelligence to build powerful analytics that inform strategy and drive performance.
• Retention & Growth – Develop and execute strategies to reduce churn and promote cross-sell/up-sell opportunities.

What You'll Need to be Successful:

• Proven Leadership In Customer Care Environments – 8+ years of experience managing operational customer success, account management and/or customer service teams, with a strong track record of performance management, stakeholder engagement, and service delivery excellence.
• Strategic & Customer-Focused Mindset – Deep understanding of customer needs and market dynamics, with the ability to translate insights into actionable strategies.
• Influential Cross-Functional Leadership – Demonstrated ability to build and leverage relationships across teams and geographies to drive alignment and service improvements.
• Data-Driven Decision-Making – Skilled in interpreting management information (MI) and business intelligence (BI) to inform strategy and optimize operations.
• Visionary Leadership & Team Empowerment – Proven ability to inspire, motivate, and develop high-performing teams in dynamic environments.
• Relationship-Building & Collaboration – Strong interpersonal skills with the ability to foster trust and collaboration across internal and external stakeholders.
• Change Agility & Adaptability – Comfortable navigating ambiguity and leading teams through organizational change and transformation.
• Customer-Obsessed Mindset – Committed to delivering exceptional customer experiences and driving continuous improvement in service quality.
• Operational Excellence In Matrixed Environments – Experience working within complex organizational structures, with the ability to influence outcomes and implement best practices.

• Bachelor’s Degree Required – Preferably in Business Administration, Operations Management, or a related field; equivalent professional experience may be considered in lieu of formal education.
• Extensive Leadership Experience – Minimum of 8 years in customer success, account management or service leadership roles, with a strong emphasis on transformation, innovation, and cross-functional execution.
• Technology And Systems Experience – Familiarity with CRM platforms (Salesforce preferred), VOIP systems, and cloud-based service tools.

What Supervisor Experience You'll Need to Bring:

• Executive leadership of cross-functional teams – Proven success in leading senior leaders and large, distributed teams across customer care functions, fostering a culture of accountability, innovation, and continuous improvement aligned with enterprise strategy.
• Strategic oversight and organizational influence – Skilled in viewing decisions and initiatives through a broad, enterprise-wide lens, ensuring alignment with business objectives and cross-functional impact.
• Operational excellence and resource optimization – Experienced in overseeing complex service operations, balancing competing priorities, and optimizing resources to meet evolving customer and business needs.
• Change leadership and transformation – Adept at leading through ambiguity and large-scale change, guiding teams through transformation initiatives while maintaining service quality and employee engagement.
• Executive communication and stakeholder alignment – Exceptional communicator with the ability to influence at all levels, from frontline teams to C-suite stakeholders, ensuring clarity, alignment, and momentum across initiatives.
• Talent development and succession planning – Committed to building strong leadership pipelines through coaching, mentorship, and strategic talent development, ensuring long-term organizational capability and resilience.

Why First Advantage is Your Next Big Career Move  
First Advantage is going through a technology transformation! We are looking for experts who are excited to work with advanced technologies and provide best-in-class user experiences, drive the development and deployment of scalable solutions, and smoothly guide our agile teams and clients through meaningful changes as we continue to expand our impact.

What Are You Waiting For? Apply Today!
You have learned a little about us today – we want to learn about you! If you think this position and our company are a great fit for your areas of interest and expertise, tell us about you by applying now!

The salary range for this position is approximately $125,000-175,000 base annually. This range reflects our good faith estimate to pay fairly as to what our ideal candidates are likely to expect, and we tailor our offers within the range based on the selected candidate’s experience, industry knowledge, technical and communication skills, and other factors that may prove relevant during the interview process.

United States Equal Opportunity Employment:

First Advantage is proud to be a global leader in removing barriers and supporting our community members to ensure the changing demographics of the workforce are reflected in our hiring and employment practices. We value all of our candidates, employees, and clients, and place great emphasis on hiring and supporting qualified individuals in each role. We are an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, genetic information, or any other area protected by applicable law.