Senior Manager, Customer Care

Vector Solutions•Bloomington, IN

1d•$85,000 - $95,000•Hybrid

About The Position

Vector Solutions is seeking a Senior Manager, Customer Care to lead a team of nine customer care team members based in the United States and the Philippines. The role is responsible for delivering high-quality customer care, ensuring operational excellence, and driving team performance. It serves as an escalation point for customer issues and partners across the organization to support customer readiness, retention, and satisfaction. The position supports customers across multiple products, including state and federal customers, and helps ensure service in regulated environments aligns with contractual and service requirements. The Senior Manager oversees day-to-day team operations, manages performance against service metrics, coaches team members, and leads process improvements. The role also supports new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination. The position requires regular presence in the Bloomington, Indiana office in a hybrid environment, with occasional travel as needed.

Requirements

Minimum of 6 years of progressive experience in customer care, customer support, or customer operations roles.
Ability to obtain and maintain federal security clearance, as required by customer contracts.
Experience leading customer care teams and managing day-to-day support operations.
Ability to manage team members who work across different products.
Ability to manage and improve performance using service metrics and KPIs.
Strong coaching, communication, and problem-solving skills.
Experience working with globally distributed or international teams.
Ability to work effectively in a cross-functional, matrixed environment.
Experience leveraging automation, AI, or analytics to improve customer care performance and processes.
Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed.

Nice To Haves

Experience supporting state, federal, or other regulated public-sector customers.

Responsibilities

Lead the Customer Care team across multiple products and provide ongoing service to customers, including state and federal customers.
Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.
Own and manage performance against established KPIs, including call volume, response time, CSAT, and ticket resolution.
Monitor workload, ticket trends, and capacity to ensure appropriate coverage and service levels.
Conduct call monitoring and hands-on coaching to improve performance and quality.
Establish clear goals, expectations, and accountability for team members.
Partner with Commercial, Education, Product, and Operations teams to resolve customer issues and improve the end-to-end customer experience.
Lead operational and process improvement initiatives to increase efficiency, scalability, and customer satisfaction.
Use data, automation, AI, and performance insights to improve workflows, coaching effectiveness, and service delivery.
Support new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination.
Support customers in regulated state and federal environments in alignment with contractual and service requirements.
Manage day-to-day operations of the Customer Care team.
Perform other duties as assigned.