Customer Care Manager

Rockwell Automation • Mayfield Heights, OH

4d • Hybrid

About The Position

Rockwell Automation is a global technology leader focused on helping the world's manufacturers be more productive, sustainable, and agile. With more than 28,000 employees who make the world better every day, we know we have something special. Behind our customers - amazing companies that help feed the world, provide life-saving medicine on a global scale, and focus on clean water and green mobility - our people are energized problem solvers that take pride in how the work we do changes the world for the better. We welcome all makers, forward thinkers, and problem solvers who are looking for a place to do their best work. And if that's you we would love to have you join us! Job Description As a Customer Care Team Manager, you will provide continuous high standards of customer service, minimizing customer effort while maximizing the customer experience and loyalty. You will lead a team of 10+ team members; motivate and coach them to elevate the performance of the department to ensure a great customer experience every time! This is hybrid role, based in our Mayfield Heights facility 3 days a week, and reports into a Manager within Customer Care.

Requirements

• Bachelor's Degree or equivalent relevant experience
• Legal authorization to work in the U.S. We will not sponsor individuals for employment visas, now or in the future, for this job opening.

Nice To Haves

• A minimum of 2 years management experience
• Strong passion for coaching and developing team members in a customer care team
• Strong understanding of contact center performance metrics and how they influence overall customer experience and operational success
• You are ethical, forward-thinking, intelligent, optimistic, and resilient.
• Proven experience leading change initiatives, driving adoption, and guiding teams through process or technology transformations
• You have excellent interpersonal, leadership, and communication skills

Responsibilities

• Managing a diverse team to achieve daily goals while maintaining a great customer experience.
• Developing workflow processes to support departmental goals and meet customer needs.
• Developing, measuring, and analyzing metrics/team performance to gain efficiencies.
• Identifying opportunities for process improvements and system enhancements to improve the performance of the department.
• Interfacing with internal business units on practices and procedures.
• Interfacing with various levels of the organization, including Rockwell Automation sales and our distributor partners to resolve customer escalations.
• Establishing departmental goals and implementing performance management/reward and recognition practices with your team.
• Conducting performance evaluations for the team; identifying strengths and weaknesses and offering coaching and mentoring.
• Exercising good commercial judgment and operating in a highly visible, high-pressure environment.

Benefits

• Health Insurance including Medical, Dental and Vision
• 401k
• Paid Time off
• Parental and Caregiver Leave
• Flexible Work Schedule where you will work with your manager to enjoy a work schedule that can be flexible with your personal life.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees