Senior Manager, Customer Success

Position Summary

Key Responsibilities

Leadership & People Development

• Lead major initiatives involving organizational growth, process redesign, AI, automation, customer experience, or call center technology. Lead, coach, and hold accountable frontline supervisors and team leads, while maintaining appropriate visibility and engagement with customer service representatives.
• Ensure supervisors consistently conduct coaching, performance reviews, recognition, and corrective action; directly manage performance for the Senior Manager’s direct reports. Present operational results, risks, and strategic recommendations to senior leadership.
• Partner with Human Resources and other leaders to recruit, onboard, train, and retain high-performing employees.
• Promote a positive, accountable, data-driven and customer-focused workplace culture.
• Serve as a trusted leader during periods of organizational change by providing clear communication, managing expectations, maintaining employee engagement, and ensuring operational stability throughout transitions.

Operational Excellence

• Own daily, weekly, and monthly operating reviews covering service levels, speed to answer, abandonment, customer satisfaction, first-contact resolution, quality, productivity, backlog, staffing, attendance, and employee turnover. Develop staffing plans and schedules that align optimal team coverage with anticipated call volumes and business needs with additional focus during peak periods including January.
• Identify performance trends, workflow issues, and opportunities to proactively improve the customer experience.
• Handle complex or escalated customer matters when leadership involvement is necessary.
• Ensure compliance with company policies and applicable legal, regulatory, privacy, and quality requirements.
• Leverage AI-enabled tools and data analytics to monitor operational performance against established goals, identify trends and root causes, and translate insights into actions that improve service, quality, and efficiency.

Process Improvement & Business Operations

• Develop and maintain a strong understanding of the company's products, services, customers, and industry to effectively coach employees, support customer interactions, evaluate service quality, and partner with cross-functional teams.
• Support the implementation and effective use of call center technology, reporting tools, and customer relationship management systems.
• Ensure representatives have the information, systems, and resources needed to serve customers effectively.

Expected Business Outcomes

• Develop and sustain a high-performing, engaged customer service organization through effective leadership, coaching, and employee development.
• Achieve or exceed established service level, quality, customer satisfaction, and operational performance goals (supported by quantifiable data) while maintaining a positive customer experience.
• Improve operational efficiency by identifying process improvements, leveraging technology, and implementing best practices that increase productivity and consistency.
• Develop a knowledgeable and adaptable team by fostering continuous learning of the company's products, services, and evolving business processes.
• Lead the organization successfully through growth and change by communicating effectively, managing expectations, and maintaining employee engagement and operational stability.

Required Qualifications

• Five or more years of direct experience managing a team of customer service representatives in a call center environment.
• Experience managing supervisors, team leads, or other people managers.
• Demonstrated experience coaching employees, managing performance, and creating accountability within a customer service team.
• Experience establishing, monitoring and improving call center performance metrics.
• Experience with workforce planning, quality assurance, employee training, or process improvement.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to analyze performance data and translate findings into practical actions.
• Ability to manage competing priorities in a fast-paced, high-volume environment.
• Sound judgment and the ability to handle sensitive employee and customer situations professionally.

Preferred Qualifications

• Experience leading a growing or changing call center operation.
• Experience selecting, implementing, or optimizing call center technology.
• Bachelor’s degree in business administration, management, communications, or a related field, or an equivalent combination of education and relevant experience.

Leadership Competencies

• Visible leadership: Maintains a consistent presence with the team and understands day-to-day operating conditions.
• Employee development: Builds employee capabilities through coaching, feedback, training, and career development.
• Accountability: Establishes measurable expectations and follows through consistently.
• Customer focus: Makes decisions with the quality and consistency of the customer experience in mind.
• Operational discipline: Uses data, processes, and planning to improve performance.
• Adaptability: Responds effectively to changing call volumes, staffing needs, priorities, and customer expectations.
• Collaboration: Works effectively across departments to solve problems and improve outcomes.

On-Site Work Expectation

Equal Employment Opportunity