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Director of Customer Care

Date: Jan 16, 2019

Location: Santa Monica, CA, US, 90403

Company: Hallmark


Hallmark Labs is a subsidiary of Hallmark Cards, Inc based in Santa Monica, California.
We currently operate two digital subscription services, Hallmark Movies Now and
Hallmark eCards, as well as ongoing initiatives in personalized, print-on-demand
greeting cards.  We are a diverse team of innovators, creators and influencers
leveraging Hallmark’s deep experience in creating meaningful connections and
progressing it into the digital age with cutting-edge technology.
Are you great at what you do and passionate about your work?  Are you honest and
Are you a self- motivated, go-getter that likes to have fun?
If so, you are in the right place.

 reqid: 24669 

Who we are:


Hallmark Labs (a subsidiary of Hallmark), based in Santa Monica, CA, is the parent company of three digital subscription services; (a subscription video on demand service) and (a digital social expression service), and Out of the Box (a Print on Demand digital greetings card service). We’re leveraging Hallmark’s experience creating meaningful, emotional connections, and rapidly progressing a century old, privately-owned, American brand to the forefront of the digital age with cutting-edge technology.


Job Description:


The Director of Customer Care is a crucial part of ensuring we deliver a high level consumer experience while supporting our customers. In this role, you will set the strategic and tactical direction for our Call Center and  3rd Party Agents and to ensure the team meets or exceeds company objectives.

Reporting to the VP of Human Resources, you will play an essential role in establishing the feedback loop that allows Hallmark Labs to deliver exceptional, frictionless customer experiences.


What does the job entail?


  • Prepare and implement business plans, operating budgets, and operational plans and procedures.
  • Monitor and facilitate the identification of contact trends and collaborate with internal stakeholders to resolve.
  • Develop and execute performance standards and measurements for continual improvement.
  • Ensure timely and accurate reporting and submission of metric reports.
  • Leverage data to make constant improvements and optimizations to performance of the people, processes, and platforms that allow us to deliver exceptional service.
  • Manage the implementation of all non-recurring and recurring customer care agent training.
  • Collaborate with internal stakeholders to ensure we deliver a seamless end to end customer experience.
  • Partners with the management team to align customer service department policies and systems with the company's objectives.
  • Oversees customer issues and ensure effective and long-term problem resolution.
  • Provide oversight in the recruiting, hiring, training, retention and development of employees and supervisors to ensure productivity and excellent customer care.
  • Works continually towards self-development to stay current on customer service, sales and supervisory procedures & practices.
  • Develops and implements procedures pertinent to the effective and efficient operation of the Customer Service Department.
  • Provides feedback to the company stakeholders regarding service failures or customer concerns.
  • Provides feedback to Operations team to ensure all customers have accurate and timely information on order status and/or changes.


Basic Qualifications:


  • 10+ years of Customer Service Experience

  • 5+ years of progressive management experience in a call center


Preferred Qualifications:


  • Contact center management experience in a related or similar environment with a customer satisfaction focus.

  • Prior experience  with CRMs (Zendesk, preferred) and Contact Center technology (workforce productivity software, billing systems, IVR's, etc.)

  • Must be able to work some holidays as required to fulfill business and operating plans.

  • Bachelor's degree.


In compliance with the Immigration Reform and Control Act of 1986, Hallmark Cards, Inc. and its subsidiary companies will hire only individuals lawfully authorized to work in the United States. Hallmark does not generally provide sponsorship for employment. Employment by Hallmark is contingent upon the signing of the Employment Agreement, signing of an agreement to arbitrate in connection with the Hallmark Dispute Resolution Program, completing Form I-9 Employment Eligibility Verification, passing the urinalysis drug screen, education verification and satisfactory reference and background checks.

You must show how you meet the basic qualifications (listed below) in a resume or document you upload, or by completing the work experience and education application fields. Accepted file types are Microsoft Word (DOC or DOCX), PDF, HTML, or TXT. 




Excellent medical benefits
401(k) match up to 5%
Life insurance policy for every employee, at no cost
Fitness reimbursement
Cell phone and home internet reimbursement
Carpool and parking pass cash-out program
Generous maternity/paternity leave
Employee assistance programs

Fully stocked kitchen with fresh fruit and delicious snacks and beverages
Monthly catered lunches
Soft serve machine 24/7
Great eateries close by, oh, and we’re near the beach!

Massage chairs and bicycles
Onsite free parking
Company events
Flexible PTO
Flexible work hours/work from home
Professional development
Education reimbursement

Hallmark Labs is an equal opportunity employer.  All qualified applicants will be considered for employment without regard to race, color, religion, sex, age, pregnancy, national origin, physical or mental disability, genetics, sexual orientation, gender identity, veteran status, or any other legally-protected status.  Principals only please.


Nearest Major Market: Los Angeles