Manager, Customer Success, Quality, Training & Customer Success

Kobie Marketing • Washington, DC

23h • Remote

About The Position

The Customer Success Manager is accountable for the overall management, leadership, and continuous improvement of Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center. The role serves as the in-house steward of operational readiness, agent development, and customer experience excellence, ensuring agents have the tools, knowledge, support, and resources needed to deliver exceptional experiences while maintaining operational consistency across supported programs.

The manager leads Quality Assurance Analysts, Trainers, and Customer Success Specialists and ensures effective day-to-day execution of training, quality, escalations, and support processes. The role identifies opportunities to improve scalability, efficiency, automation, and organizational effectiveness, and operates with substantial autonomy so the Senior Director can focus on strategic initiatives. The position is expected to challenge existing practices and use technology, automation, artificial intelligence, and employee development to strengthen the organization.

Requirements

• Bachelor's degree or equivalent business experience preferred.
• Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or a related field preferred.
• Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results.
• Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions.
• Strong work ethic and willingness to go the extra mile.
• Customer-first mindset.
• Exceptional communication and coaching skills.
• Proactive, solutions-oriented approach.
• Ability to navigate difficult conversations effectively.
• High degree of autonomy and ownership.
• Continuous improvement mindset.
• Innovation and AI-forward thinking.
• Strong organizational and leadership skills.
• Ability and willingness to travel as needed to fulfill the role's responsibilities.

Nice To Haves

• Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation.

Responsibilities

• Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.
• Conduct performance evaluations, coaching sessions, development planning, interviews, hiring recommendations, and performance management activities.
• Establish performance expectations and hold individuals and teams accountable for their responsibilities.
• Ensure frontline agents have the training, resources, tools, and support needed to deliver exceptional customer experiences.
• Develop, maintain, and improve onboarding, continuing education, certification, and client-specific training programs.
• Measure training effectiveness and enhance programs based on performance outcomes, quality trends, and business needs.
• Scale training through automation, digital learning solutions, self-service learning tools, and innovative instructional design.
• Reduce manual training effort while improving consistency, speed to proficiency, and knowledge retention.
• Own Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards.
• Ensure quality evaluations are accurate, consistent, actionable, and aligned with program requirements.
• Analyze quality trends and partner with Operations Leadership on performance opportunities and improvement plans.
• Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support.
• Identify, document, and appropriately communicate escalation trends, recurring customer concerns, and operational risks.
• Own Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles.
• Lead development and enhancement of AI-powered support tools, chatbot content, and self-service solutions.
• Partner with Account Leaders to keep knowledge content accurate, current, and aligned with client requirements.
• Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability.
• Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning.
• Foster accountability, innovation, continuous learning, ownership, and customer-first decision making.
• Develop future department leaders through coaching, mentoring, and career development opportunities.
• Serve as the primary operational escalation point before Senior Director involvement.
• Keep the Senior Director informed of material risks, with documentation, business impacts, and recommended solutions.
• Manage daily operational responsibilities while building a more scalable, automated, and future-ready organization.

Benefits

• Flexible Time Off.
• Nine company-wide holidays.
• A diverse suite of benefits prioritizing growth, development, and personal well-being.
• Flexible work environment with the freedom to work remotely.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager