Senior Manager of Client Care

Forever•Pittsburgh, PA

7d•Hybrid

About The Position

FOREVER is looking for a Manager of Client Care Operations to lead and develop our Client Care team into a high-performing support team, improve customer experience across all channels, and build scalable processes that support operational efficacy and business growth. This role reports to the Director of Product & Client Care and requires strong leadership skills along with hands-on experience implementing and using advanced technology, CRM platforms, automation, analytics, and AI-enabled tools to increase efficiency, improve service quality, and support business growth. This individual will play a critical role in shaping the Client Care organization and improving the overall client experience across FOREVER’s products and services.

Requirements

Bachelor’s degree in business, communications, information systems, related field, or equivalent relevant experience.
5+ years of client care team leadership responsibility.
Hands-on experience administering and optimizing client care platforms and operational systems such as Zendesk, Aircall, Salesforce, or other similar technologies.
Experience with automation tools, workflow design, and AI-enabled client care technologies such as chatbots, generative AI assistants, knowledge search, or case summarization.
Demonstrated ability to use data, dashboards, and reporting tools to manage performance and drive continuous improvement.
Strong communication, coaching, conflict resolution, and change management skills.
Comfortable working in a fast-paced, collaborative, and mission-driven environment.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Nice To Haves

Experience leading a digital transformation or client care technology implementation a plus.

Responsibilities

Lead, motivate, develop, and professionalize our client care team to consistently meet service, quality, and productivity goals while also evaluating and optimizing team structure, staffing models, escalation tiers, and workforce allocation to support business growth and operational efficiency.
Establish, monitor, and drive operational performance metrics including KPIs, SLAs, response times, and escalation resolution.
Develop processes for identifying, categorizing, and communicating recurring customer issues and trends to Product, Print, Logistics, and Vendor partners to support root cause analysis and continuous improvement.
Serve as the operational decision-maker for complex, escalated client situations requiring cross-functional coordination and timely resolution.
Oversee quality assurance, coaching, and training programs, including adoption of new tools, digital workflows, and AI-supported service practices.
Develop and maintain standard operating procedures and build out the FOREVER Client Care resource center for customer support tools and AI usage.
Manage all People Development duties for the team including scheduling, staffing volume, identifying hiring needs in addition to writing and delivering performance reviews and ensuring consistent feedback and coaching is being given to team members throughout the year.
Drive operational efficiency through the research, implementation and optimization of automation tools, AI assistants, chatbots, and intelligent routing tools to streamline routine work and reduce response times.
Partner with IT to deploy new technology solutions and support system enhancements.
Use CRM and client care platforms to monitor team activity, improve workflows, and maintain accurate customer records.