JOIN OUR TEAM!
At Circle K, our mission is simple: to make our customer’s lives a little easier everyday. You may have already stopped for coffee, refueling your car, or eating something on the go. Then, you know what Couche-Tard/Circle K is. We have grown into a successful global company with over 16,000 stores in 29 countries, serving almost 9 million customers every day. In total, more than 150,000 people work in our stores and offices. We make journeys easier by offering fast and friendly service. We care about our people and our communities, and we look for ways to uplift people first. Wherever your journey’s going, we can help you get there. Are you ready to grow your career? Let's grow together!
THE ROLE
Circle K seeks an experienced and visionary Director of Global Customer Care to redefine how we serve millions of customers worldwide. This pivotal role blends strategic transformation with day-to-day operational leadership to evolve our Customer Care function from a traditional cost center into a value-driving, experience-led organization.
As the global architect of customer care transformation, you will own the end-to-end service journey— leveraging advanced technologies such as AI, automation, Salesforce, and Genesys to deliver intelligent, scalable, and seamless support across all touchpoints. You will also drive performance excellence across North America operations and our global BPO network, fostering a customer-first culture that enhances service quality, reduces cost-to-serve, and delivers actionable insights back to the business.
If you’re a bold, data-driven leader who thrives at the intersection of innovation and flawless execution, this is your opportunity to shape a world-class customer support organization and make a lasting impact on one of the world’s most recognized convenience store brands.
WHAT YOU’LL DO
Here are just a few ways that you’ll help make journeys better:
1. Customer Care Strategy
Architect and execute a bold, multi-year roadmap that redefines customer service as a strategic asset.
Integrate Customer Care into the enterprise value chain, supporting loyalty, retention, brand differentiation, and digital engagement.
Influence and align executive stakeholders across Operations, Technology, Marketing, Digital, and Product to embed customer strategies into core business initiatives.
Serve as the Voice of the Customer (VOC) at the leadership table, integrating customer insights into company-wide decisions.
2. Operational Excellence & Team Leadership
Drive North America operational excellence, optimizing KPIs like NPS, CSAT, AHT, SLA, and cost-to-serve across BPO and internal teams.
Cultivate a winning partnership with BPO vendors, holding them accountable to commercial terms, service-level agreements, and performance commitments while driving operational efficiency, productivity gains, and continuous improvement
Lead and inspire a high-performance global team, fostering a culture of accountability, agility, and innovation across onshore and offshore teams.
3. Transformation Portfolio & Governance
Lead strategic portfolio and investment planning, prioritizing initiatives and demonstrating ROI and customer value.
Establish global governance and standardization, creating playbooks and frameworks to harmonize execution across markets and functions
4. Technology Enablement & Digital Acceleration
Deploy and maximize next-gen customer care technologies, including Salesforce Service Cloud, Genesys, AI chat, and automation to boost self-service, deflection, and personalization.
Ensure technology integration drives value realization and supports digital transformation goals.
5. Service Experience Design & Innovation
Own the end-to-end customer care journey across all channels and markets, ensuring consistent, seamless, emotionally resonant experiences.
Drive innovation in customer-centric process design, simplifying and modernizing service delivery while reducing customer and agent effort.
Champion a data-driven, insight-led culture, leveraging VOC, root cause analysis, and performance data to fuel continuous improvement.
WHAT YOU’LL NEED
We want you to join our team! Here’s what we’re looking for:
Bachelor’s degree required; MBA or relevant advanced degree preferred.
10+ years of progressive leadership experience preferred, in global customer experience, service operations, product management; transformation, digital strategy, or related fields—ideally in high-growth, customer-centric organizations, including a minimum of seven years of management responsibility.
Proven ability to design and lead enterprise-scale transformation agendas, integrating automation, AI, and advanced technologies (e.g., Salesforce, Genesys) to modernize the customer journey and elevate service delivery. Skilled in aligning people, processes, and platforms to drive scalable, customer-centric innovation.
Proven success leading large-scale, global customer care operations, including management of BPOs, contact center teams, and multi-channel service delivery models.
Demonstrated success in growing, developing, and retaining high-performing teams while fostering a culture of trust, inclusion, and engagement. Passionate about people leadership and committed to mentoring future leaders.
Loves being part of a team. Seeks, forges, and cultivates effective relationships to motivate and maximize cross-functional teams' engagement and productivity.
Demonstrated ability to lead confidently through change and ambiguity, driving momentum, clarity, and alignment while sustaining operational excellence in complex, matrixed environments. Proven expertise in change management.
Exceptional storyteller with strong executive presence and communication skills; crafts high-impact narratives and presentations that align, inspire, and influence stakeholders across all levels and functions.
Track record of delivering measurable improvements in NPS, CSAT, FCR, AHT, and cost-to-serve while simultaneously elevating customer satisfaction and agent performance.
Deep curiosity and understanding of customer behavior, digital trends, and service design principles; able to translate insights into actionable strategies that deliver value.
Skilled in cross-functional leadership and collaboration, building trust-based relationships across technology, product, operations, marketing, and executive teams.
Strong commercial acumen and decision-making ability, with experience developing and defending business cases, cost optimization plans, and investment strategies.
Highly adaptable, intellectually curious, and motivated by innovation, transformation, and delivering best-in-class customer experiences at scale.
WHY YOU SHOULD WORK HERE:
At Circle K, we believe that our team members are the heart and soul of our business. When you join us, you're not just getting a job – you're becoming part of a vibrant community where your talents are valued, your growth is nurtured, and your contributions make a real difference. Here's why you'll love working with us:
Benefits package:
Competitive Group Benefits Program: Complete benefits packages (medical, dental, vision etc).
401 K: Plan for your future and retire with peace of mind with our 401 K plan, helping you build a secure financial future.
Stock Purchase Plan: Invest in your future and share in our success with our employee stock purchase plan, allowing you to become a shareholder of Circle K.
Paid Time Off: Recharge and rejuvenate with paid time off.
Additional Perks:
Employee Discounts: Enjoy our People Perks which allows for great discounts on food and fuel, making it even easier to fuel up and stock up on your favorite goodies.
Recognition and Rewards: We celebrate our team's achievements and milestones with a range of recognition programs, rewards, and incentives to show our appreciation for your hard work and dedication.
Mentorship Program: Take your career to new heights with our mentorship program, where seasoned professionals provide guidance, support, and valuable insights to help you reach your full potential.
Winning Culture: Fortune 500 company and a 3-time Gallup Exceptional Workplace Award Winner.
#Global Capabilities Network- GCN
The Company complies with the Americans with Disabilities Act (the ADA) and all state and local disability laws. Applicants with disabilities may be entitled to a reasonable accommodation under the terms of the ADA and certain state or local laws as long as it does not impose an undue hardship on the Company. Please inform the Company’s Human Resources Representative if you need assistance completing any forms or to otherwise participate in the application process.
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