Manager, Customer Resolutions

4AllPromos•Old Saybrook, CT

About The Position

The Manager, Customer Resolutions leads the team responsible for resolving the company’s most complex and sensitive customer issues. This role ensures escalations are handled with consistency, empathy, and sound judgment—protecting customer trust while balancing business sustainability. This leader is both a strong people manager and a systems thinker—someone who not only ensures issues are resolved effectively, but also looks beyond individual cases to identify patterns, uncover root causes, and surface the voice of the customer meaningfully across the organization. 4AllPromos is an equal opportunity employer and is committed to diversity and inclusion in the workplace. We welcome applications from individuals of all backgrounds and strive to create a supportive and inclusive environment for all employees.

Requirements

5+ years of experience in customer service, escalations, customer experience, or customer operations (e-commerce preferred).
3+ years of people management experience, including coaching and developing teams in high-pressure, customer-facing environments.
Proven success leading teams through complex customer issues and escalations, with accountability for both team performance and customer outcomes.
Experience translating customer issues and feedback into actionable insights, including root cause analysis and process or experience improvements.
Demonstrated ability to move beyond case-by-case resolution to identify patterns, trends, and systemic opportunities.
Strong analytical and problem-solving skills, with the ability to connect frontline activity to broader operational or customer experience improvements.
Excellent communication skills, with a track record of influencing cross-functional partners and driving alignment.
Comfortable operating in a fast-paced, evolving environment, with the ability to balance day-to-day execution and longer-term improvement efforts.
This role is best suited for a leader who is equally comfortable developing people and improving the systems and levers behind the customer experience.

Responsibilities

Lead, coach, and develop a team of Customer Resolutions Specialists and Senior Resolutions Specialists
Set clear expectations for resolution quality, customer communication, process adherence, and documentation
Conduct regular 1:1s, performance reviews, and coaching sessions to drive high performance and shape career development conversations
Build a strong, accountable, and empathetic team culture in a high-pressure environment
Manage staffing, scheduling, and coverage to ensure consistent support.
Become a SME on our ticketing system that handles intake, triage, and resolution of customer issues.
Serve as an escalation point for complex or high-risk cases.
Lead regular calibration sessions to align the team on resolution approach, ensuring specialists exercise sound independent judgment while consistently operating within Satisfaction Guarantee guidelines.
Balance customer advocacy with fiscal responsibility and long-term retention goals.
Create a process to oversee post-resolution follow-up to ensure customer trust is restored.
Identify recurring themes and patterns across escalations, customer feedback, and operational breakdowns.
Conduct root cause analysis on systemic issues and partner cross-functionally to address them.
Recommend and help implement improvements to processes, policies, and customer experience.
Track trends and ensure insights are surfaced and acted upon.
Leverage insights from escalations, customer reviews, and feedback channels to inform improvements.
Partner with cross-functional teams to ensure customer feedback is incorporated into decision-making.
Contribute to the development of structured feedback loops and reporting on customer experience trends.
Help ensure the organization remains closely connected to the voice of the customer.
Partner with the Supplier Management team to share insights from escalations, helping inform vendor accountability, reimbursement decisions, and long-term performance improvements.
Identify and escalate recurring vendor or carrier issues to leadership.
Partner with Operations, Customer Care, Order Support, Sales and other teams to resolve issues and improve processes.
Act as a strong advocate for the customer in cross-functional discussions.
Influence improvements through both data and real customer examples.