Sr. Manager, Customer Service

Music & Arts•Indianapolis, IN

About The Position

The Senior Manager, CSC Customer Excellence is a customer-obsessed leader responsible for the overall performance and quality of service teams within the CSC. The role drives consistently exceptional customer experiences by setting service standards, managing escalations, and leading initiatives that improve quality, efficiency, and loyalty across contact channels. The Senior Manager leads customer service teams, including Supervisors/Team Leads and frontline agents, and oversees day-to-day operations such as staffing, schedule adherence, real-time management, and workflow design. The role partners with Workforce Management, Training, Knowledge Management, Technology, Analytics, and other business teams to optimize service delivery, develop agents, address customer-impacting issues, and improve the customer journey. The position monitors service performance and customer feedback, runs quality and continuous-improvement programs, and supports implementation of AI-enabled service tools. It also owns the service escalation framework and helps ensure compliance with customer-service and complaint-handling policies, procedures, and regulatory requirements.

Requirements

Bachelor’s degree in Business, Communications, Operations, or a related field.
6+ years of progressive leadership experience in a contact center or customer service environment, including 3+ years leading supervisors or managers.
Proven track record of improving customer satisfaction, first contact resolution, and overall service performance.
Deep understanding of contact center service operations, including multi-channel support, workforce management, and quality assurance.
Experience with CRM systems, contact center platforms, and knowledge management tools.
Familiarity with AI-driven and automation tools, such as chatbots, agent assist, and sentiment analysis, and how they support customer service outcomes.
Excellent communication, conflict resolution, and de-escalation skills, including comfort handling executive-level escalations.
Strong analytical and problem-solving skills, with the ability to translate insights into actionable improvements.
Demonstrated ability to lead teams through change and build an engaged, customer-focused culture.

Nice To Haves

An advanced degree.

Responsibilities

Partner with CSC leadership to define and execute customer service strategies that support loyalty, retention, and brand reputation.
Lead multiple customer service teams, including Supervisors/Team Leads and frontline agents.
Establish service standards for first contact resolution, handle time, quality, and customer satisfaction.
Own the service escalation framework and ensure timely, effective resolution of complex issues and VIP cases.
Champion a customer-first culture grounded in empathy, active listening, and problem solving.
Oversee day-to-day service operations, including staffing, schedule adherence, real-time management, and workflow design.
Partner with Workforce Management to forecast volume, plan coverage, and optimize schedules across phone, email, chat, and social channels.
Ensure adherence to policies, procedures, and regulatory requirements related to customer service and complaint handling.
Review and refine processes to remove friction, reduce repeat contacts, and improve efficiency.
Own or co-own Quality Assurance programs, including calibration sessions, call/chat monitoring, and scoring frameworks.
Partner with Training and Knowledge Management teams to keep agent resources, product information, and playbooks up to date.
Identify skills and knowledge gaps and build targeted development plans and training interventions.
Use coaching, side-by-sides, and feedback loops to improve service skills, de-escalation, and problem resolution.
Monitor and analyze metrics including CSAT, NPS, FCR, AHT, contact volume, and escalation rates.
Use data and customer feedback to prioritize improvements in policies, processes, and tools.
Partner with Technology and Analytics teams to implement AI-enabled tools such as virtual assistants, agent assist, and sentiment analytics.
Run pilots and continuous-improvement initiatives using structured methodologies such as root cause analysis and process mapping.
Collaborate with eCommerce, Stores, Merchandising, and Supply Chain to proactively address customer-impacting issues involving inventory, fulfillment, returns, and repairs.
Share customer insights and trends to influence policy changes, product improvements, and end-to-end journey design.
Partner with Marketing and Loyalty teams to support service aspects of campaigns, events, and membership programs.
Perform other duties and special projects as assigned.

Benefits

Gig leave for musician employees to take time off to share their music and return to their job after a tour.
Medical benefits.
Dental insurance.
Vision insurance.
401(k) with company match.
Mental health support.
Paid sick time.
Paid holiday time.
Paid vacation time.
Employee discount program.
Tuition reimbursement options.