Sr. Manager Customer Contact
About The Position
The Senior Manager, Customer Contact Centers is responsible for leading end-to-end customer contact center operations across Indiana and Ohio, ensuring consistent delivery of reliable, compliant, and high-quality customer service across both markets. This role provides unified accountability for operational execution, performance outcomes, and alignment of customer experience strategies across sites. This leader oversees multiple layers of management and support functions, ensuring effective day-to-day operations while driving performance against key service metrics. The role serves as the primary escalation and decision authority for contact center operations, with a strong focus on stabilizing performance, optimizing workforce effectiveness, and enhancing the employee and customer experience. In addition to operational leadership, the Senior Manager plays a key role in advancing ongoing transformation initiatives, including process improvements, technology adoption, and standardization efforts across markets. This position partners closely with cross-functional teams to ensure alignment between customer contact operations, system capabilities, and broader business objectives.
Requirements
- Leadership experience in customer contact center operations
- Experience managing multiple sites or markets
- Proven ability to drive performance against key service metrics
- Experience in people leadership, coaching, and development
- Strong understanding of customer experience principles
- Experience with process improvement initiatives
- Familiarity with transformation initiatives, including technology adoption and standardization
- Ability to partner with cross-functional teams
- Experience in workforce planning and resource allocation
Responsibilities
- Lead day-to-day customer contact center operations across Indiana and Ohio
- Ensure consistent execution of service delivery standards across all locations
- Oversee staffing alignment, workforce planning, and resource allocation to meet service demand
- Act as the primary escalation point for complex or high-impact operational issues
- Own and drive performance against core service metrics (e.g., service levels, customer experience, productivity, and quality)
- Monitor operational performance and identify opportunities for improvement
- Implement corrective actions to stabilize performance and ensure consistent outcomes across markets
- Lead, coach, and develop a team of managers and support functions
- Foster a high-performance, customer-focused culture across contact center teams
- Support leadership development and succession planning within the organization
- Ensure delivery of a consistent, high-quality customer experience across all channels
- Identify and implement process improvements to enhance efficiency and customer outcomes
- Partner with cross-functional stakeholders to improve end-to-end customer journeys
- Support ongoing transformation initiatives, including technology adoption and process standardization
- Partner with internal teams (Customer Systems, IT, Operations) to implement scalable solutions
- Balance short-term operational needs with long-term improvement initiatives
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Education Level
No Education Listed
