Sr Manager, Customer Care Operations
About The Position
This role manages operational support for call center functions to enhance customer experience and employee engagement. It oversees teams responsible for learning and development, solution support, business operations, and facilities management. The role differentiates by integrating frontline feedback into process improvements and aligning training initiatives with business goals. Success is measured by customer retention, quality and satisfaction metrics, and effective resource management. The work impacts organizational growth by improving operational efficiency and supporting a positive customer and employee environment.
Requirements
- High School Diploma/GED
- Microsoft Office
- At least 18 years of age
- Legally authorized to work in the United States
Nice To Haves
- 4-7 years Call center experience.
- 2-4 years Management experience.
- Proven experience leading teams in a call center environment, with a focus on coaching, performance improvement, and achieving operational goals
Responsibilities
- Manage operational support to achieve customer retention and satisfaction targets through effective call center processes
- Oversee learning and development initiatives to ensure employee training aligns with business strategies and performance goals
- Deliver analytics and insights on team and individual performance to inform senior leadership decisions
- Lead integration of frontline employee feedback to drive process improvements and enhance customer experience
- Supervise facilities management to maintain service levels and support operational infrastructure
- Coach and develop teams across learning, solution support, business operations, and facilities to improve performance
- Also responsible for other duties/projects as assigned by business management as needed
Benefits
- competitive base salary and compensation package
- annual stock grant
- employee stock purchase plan
- 401(k)
- access to free, year-round money coaches
- medical insurance
- dental insurance
- vision insurance
- flexible spending account
- paid time off
- up to 12 paid holidays
- paid parental and family leave
- family building benefits
- back-up care
- enhanced family support
- childcare subsidy
- tuition assistance
- college coaching
- short- and long-term disability
- voluntary AD&D coverage
- voluntary accident coverage
- voluntary life insurance
- voluntary disability insurance
- voluntary long-term care insurance
- mobile service & home internet discounts
- pet insurance
- access to commuter and transit programs
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What This Job Offers
Job Type
Full-time
Career Level
Senior
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
