Senior Manager of Customer Care

Lead the Customer Care Operations team to drive performance through data-driven planning, ongoing development, and real-time workforce management. The team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility.

What You Will Do

Lead teams, partner across the organization to identify opportunities, solve complex business challenges, and turn ideas into meaningful improvements. Use data, curiosity, and good judgment to understand what is happening, identify what needs to change, and lead the organization through that change.

Why It Might Be a Fit

The right person for this role is a leader of leaders, a problem solver, and a builder. You enjoy developing managers, challenging the status quo, improving how work gets done, and creating solutions that benefit both our customers and our employees.

Requirements

• Bachelor's degree in Business, Management, or a related field, or an equivalent combination of education and experience.
• 5+ years of progressive leadership experience, including direct experience leading managers or other people leaders.
• Experience leading teams within customer care, customer experience, contact center, operations, customer support, or a similar environment.
• Demonstrated experience improving processes, workflows, or operational performance.
• Strong analytical and problem-solving skills with the ability to turn data into action.
• Excellent written and verbal communication skills with the ability to effectively communicate across all levels of an organization.
• Demonstrated ability to lead through change and influence outcomes beyond your direct area of responsibility.
• Strong judgment, accountability, and follow-through.
• Ability to balance customer, employee, and business needs when making decisions.