Senior Manager, Customer Service

Quantix SCS LLC•Highlands, TX

10d

About The Position

The Senior Manager, Customer Service is accountable for driving customer experience excellence by leading multiple teams, optimizing support processes, and shaping service strategy in alignment with organizational goals. This role directs cross-functional initiatives, elevates customer satisfaction metrics, and provides executive-level guidance to enhance operational and commercial outcomes. As a transformational leader, the Senior Manager mentors team leaders, steers complex escalations, and champions a culture of accountability, collaboration, and continuous improvement.

Requirements

Bachelor’s Degree in Business, Communications, or related field required; Master’s Degree a plus.
7–10 years of progressive experience in customer service, account management, or operations, with at least 3 years in a leadership role.
Demonstrated success leading cross-functional teams and large-scale service operations.
Advanced experience with systems, analytics tools, and digital service platforms.
Proven ability to influence at all levels and drive organizational change.
Strong analytical, financial, and strategic planning skills.
Passion for customer advocacy and service innovation.

Nice To Haves

Master’s Degree a plus.

Responsibilities

Provide strategic oversight and hands-on leadership to customer service teams, team leads, and/or regional service hubs.
Lead performance management, training, and professional development plans for front-line supervisors and specialists.
Define customer service KPIs and regularly report performance trends to executive leadership.
Partner with Sales, Operations, Quality, and Technology teams to ensure a seamless customer experience across all touchpoints.
Resolve the most critical service escalations and oversee customer retention and recovery efforts.
Drive process reengineering initiatives that reduce service gaps, improve speed and accuracy, and enhance digital engagement.
Lead the implementation of new customer service technologies.
Represent the company in customer business reviews and strategic planning discussions with key accounts.
Monitor compliance with service standards, regulatory requirements, and company policies.
Develop succession planning and help scale customer service capabilities for business growth.
Create and maintain departmental budgets, resource forecasts, and staffing models.