Director of Customer Care Operations - US

About Us

Perk (formerly TravelPerk) is the intelligent platform for travel and spend management. Built to tackle the time-consuming, manual work that gets in the way of real work, our tools automate everything from travel bookings to expenses, invoice processing, and more. By eliminating this shadow work that wastes hours, erodes morale, and saps innovation, we’re on a mission to power real work, with real impact.

We’re trusted by more than 10,000 companies worldwide, including Wise, On Running, Breitling, and Fabletics, and we’re tackling the 7 hours of lost productivity per employee each week, a $1.7 trillion problem.

Founded in 2015, Perk has grown into a global company of more than 1,800 people across 12 offices globally, with headquarters in London and Boston. We combine innovation, control, and simplicity to transform how businesses work and how people feel at work.

At Perk, we’re driven by our values, like being an owner, delivering a 7-star experience, and working as one team. We value curiosity, purpose, and mindset, not just knowledge, to unlock the power in your potential. Our talent team brings together leading minds from the travel and SaaS industries, representing over 70 countries. If you’re excited about having a real impact and shaping how millions of people experience work, we’d love you on the team.

Visit www.perk.com to learn more.

We are looking for a Director of Customer Care Operations for the North America region to help us continue delivering a 7-star experience to our customers and effectively manage our global Customer Care footprint. We are aiming higher than ever, and we are growing exponentially. A delightful customer experience when interacting with our product & Customer Care team is critical to help us achieve our big audacious goal of 1 million happy travellers per day. That’s why we have come to the conclusion that we need you!

Role Overview

As Director of Customer Care Operations, North America, you will set the vision and strategy for our NAM Customer Care operations; leading a growing team of in-house and outsourced professionals to deliver world-class service. You’ll be accountable for customer satisfaction, team performance, and operational excellence while helping shape the future of Perk’s global Customer Care organization.

• Lead and scale the NAM Customer Care organisation of 400+ both in-house and outsourced professionals.

• Set and achieve performance targets and financial outcomes across all service areas in NAM, directly influencing overall business performance and profitability.

• Together with the Senior Directors of Global Operations, Operational Excellence and Planning and WFM, design and execute the regional customer care strategy aligned with our global goals.

• Take full responsibility for key performance indicators such as response times (SLAs) and customer satisfaction (CSAT) scores of the North America region, and ensure continuous improvement.

• Partner with cross-functional teams (WFM, Operational Excellence, Account Management, Sales, Product) to problem solve, ensure productive communication and implementation of processes, and to build a strong operational infrastructure globally.

• Foster a culture of accountability, continuous learning, and data-driven decision making, as well as develop and mentor team members within your organisation.

• Oversee multiple initiatives impacting the North America region, while remaining hands-on, adaptable, and a trusted stakeholder across departments.

• Own key regional KPIs and deliver measurable improvements in:

  • Customer Satisfaction (CSAT / NPS)

  • Service Level Agreements (SLA)

  • Churn

  • Employee Engagement & Retention

  • Operational Efficiency / Productivity
    

What you need to have

Qualifications

• 8-10+ years of experience leading large-scale Customer Care teams.

• Proven success managing both in-house and outsourced operations.

• Experience in technology-driven or high-growth environments (travel industry a strong plus).

• Demonstrated ability to build and develop high-performing, customer-centric teams.

• Strong process orientation and project management background.

• Excellent communication skills (verbal and written) in English.

• Data-driven and analytical, with a track record of using insights to drive improvements.

• Hands-on leader with a proactive, pragmatic, and collaborative approach.

• Experience with Zendesk or similar CX platforms preferred.

Who You Are

• Customer Obsessed: Passionate about creating exceptional experiences.

• Strategic & Operational: You think big but execute efficiently.

• Data-Driven: You rely on metrics and insights to make smart decisions.

• Empathetic Leader: You listen, coach, and empower your teams.

• Adaptable: You thrive in fast-paced, high-growth environments.

• Results-Oriented: You focus on measurable impact and continuous improvement.

What do we offer?

• Receive competitive compensation and equity ownership in Perk

• Rest and recharge with our generous allocation of 20 vacation days and 12 public holidays

• Enjoy the flexibility of three medical plans to choose from, with company contributions and an HSA when enrolling in an HDHP medical plan

• Take control of your physical health with additional comprehensive benefit plans, covering dental, vision and Wellhub’s gym subscription from your start date

• Rest assured that you’re covered by life and disability policies from your start date, with options to add extra protection through voluntary buy-up plans

• Plan for your future with our 401(k) plan with company matching contributions

• Care for your furry friends through partner discounts on pet insurance

• Join our unforgettable Perk events, including our spectacular annual summer party

• Always feel supported with Spring Health, our market-leading wellbeing partner, providing fast, comprehensive access to 12x therapy and 12x coaching sessions for you and your loved ones

• Focus on your family with 12-16 weeks’ paid parental leave

• Contribute to your community with 16 paid hours per year to spend volunteering for your dearest charitable causes

• Broaden your horizons with up to 20 "Work from Anywhere" days per year

• Follow your passions and take a four-week, fully paid sabbatical once you reach 5 years

• Let us help you move to one of our hubs with relocation support

Please note: This position requires being based in Chicago. We can help with relocation if necessary.

Compensation
Compensation for this role is a combination of salary and stock options. The anticipated base salary range is $151,000 - $178,000 per year. Actual compensation may vary based on specific qualifications, experience, and other job-related factors.

How We Work

At Perk, we take an IRL-first approach to work, where our team works together in-person 3 days a week. As such, this role requires you to be based within commuting distance of our hubs. We fundamentally believe in the value of meeting in real life to improve connectivity, productivity, creativity and ultimately making us a great place to work.

For certain roles, we can help with relocation from anywhere in the world, English is the official language at the office. Please submit your resume in English if you choose to apply. Do not forget to submit an updated portfolio and/or resume.

Perk is a global company with a diverse customer base, and we want to make sure the people behind our product reflect that. We’re an equal opportunity employer, which means you’re welcome at Perk regardless of how you look, where you’re from, or anything else that makes you, well, you.

Protect Yourself from Recruitment Scams

All official communication from Perk will always come from email addresses ending in @perk.com or @externalperk.com, our verified social media channels, or recruiters listed on our official LinkedIn page. We will never ask you to pay for equipment, training, or fees, request sensitive personal information such as bank details early in the process, or communicate through unofficial apps like WhatsApp, Telegram, or Signal. If you receive a message claiming to be from Perk that seems suspicious, please do not respond. Forward it to [email protected], and we will confirm whether it is legitimate.