Senior Manager of Customer Success

Caliber Collision•Lewisville, TX

About The Position

Service Center CSCS TX Operational Execution · Demonstrate a strong ability to lead, develop, and inspire others to achieve success · Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates. · Quarterly workforce planning using Workforce management · All long-term Staffing Needs; Recruiting and Retention · Partner with Glass Field Operations and Strategic Accounts on improvement opportunities · Develop multi-year strategy for Caliber Auto Glass Contact Center and share across organization · Collaborate across business units to continue to innovate and deliver EBITDA growth · Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards. · Ability to lead and present operational results in Customer meetings and QBRs. BPO Management · Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance. · Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards. · Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner. Strategy & Project Delivery · Develop multi-year roadmap for Contact Center innovation · Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints. · Collaborate with internal stakeholders to define project requirements, objectives, and success criteria. · Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management. Industry Experience · Stay abreast of industry trends, best practices, and emerging technologies within the contact center space. · Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation. · Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement. · Maintain relationships within industry to ensure best practices are implemented through · Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery. · Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty. About Caliber Founded in 1997, the Caliber portfolio of brands has grown to more than 1,600 centers nationwide and features a full range of complementary automotive services, including Caliber Collision, one of the nation's largest auto collision repair providers across more than 40 states and Caliber Auto Glass for glass repair and replacement. Caliber was recognized as the only company of its kind to make the Forbes list of "America's Best Large Employers," an honor awarded to companies with high employee satisfaction. Caliber was also the only auto service provider to receive an Inc. 2021 Best in Business gold medal in the Extra-Large Company (500+ employees) category, recognizing Caliber for going above and beyond to make a positive impact. With the purpose of Restoring the Rhythm of Your Life®, Caliber's more than 25,000 teammates are committed to getting customers back on the road safely—and back to the rhythm of their lives—every day. Dedicated to providing an outstanding customer experience, Caliber continues to rank among the highest customer satisfaction scores in the industry. Caliber is an equal opportunity employer that is committed to inclusion and diversity. Learn more about Caliber at caliber.com. At Caliber, our purpose is Restoring the Rhythm of Your Life®. It drives us. It's the promise we make to our guests AND our teammates. These five core values help us deliver on that promise everyday. Caliber provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including (but not limited to) recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training Caliber provides reasonable accommodations to qualified individuals with disabilities and disabled veterans in the application process. If you need assistance or an accommodation due to a disability, you may contact [email protected].

Requirements

Bachelor’s degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certification(e.g., PMP, Six Sigma) preferred.
Up to 25% travel as required
Proven track record of leading, building and expanding global contact center operations.
Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools.
Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.
Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.
Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement.

Nice To Haves

Experience with NICE CX One Platform and WFM – IEX highly preferred

Responsibilities

Demonstrate a strong ability to lead, develop, and inspire others to achieve success
Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates.
Quarterly workforce planning using Workforce management
All long-term Staffing Needs; Recruiting and Retention
Partner with Glass Field Operations and Strategic Accounts on improvement opportunities
Develop multi-year strategy for Caliber Auto Glass Contact Center and share across organization
Collaborate across business units to continue to innovate and deliver EBITDA growth
Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards.
Ability to lead and present operational results in Customer meetings and QBRs.
Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance.
Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards.
Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner.
Develop multi-year roadmap for Contact Center innovation
Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints.
Collaborate with internal stakeholders to define project requirements, objectives, and success criteria.
Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management.
Stay abreast of industry trends, best practices, and emerging technologies within the contact center space.
Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation.
Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement.
Maintain relationships within industry to ensure best practices are implemented through
Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery.
Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty.