Customer Service Manager II

An Amazing Career Opportunity for a Customer Service Manager II!!

Location:

Austin, Texas Job  The Customer Service Manager II leads the Customer Operations teams supporting order management, case resolution, and customer service for commercial and strategic accounts. Accountable for service performance metrics, including SLA compliance, backlog health, quality, customer satisfaction, coverage, and escalations. Builds and develops high-performing teams while collaborating across the business to resolve issues, improve processes, protect customer commitments, and enhance the overall customer experience.

Who are we? HID powers the trusted identities of the world’s people, places, and things, allowing people to transact safely, work productively and travel freely. We are a high-tech software company headquartered in Austin, TX, with over 4,500 worldwide employees. Check us out here:  and  Physical Access Control Solutions (PACS): HID Physical Access Control Solutions (PACS) is at the forefront of securing spaces with advanced, reliable access control solutions.

From cutting-edge readers, credentials and controllers, to mobile and biometric technologies, HID PACS empowers organizations worldwide to protect their people, property and assets with scalable, high-quality solutions. This is more than just a job – it’s your chance to join an industry leader to drive innovation in access control and make a real impact on global security solutions. Are you ready to make a difference?

Join us and help shape the future of security.

As our Customer Service Manager II, you’ll support HID’s success by:
Leading daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses. Owning key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy. Serving as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery. Coaching and developing team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans.

Monitoring queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks. Recruiting, onboarding, training, developing, and cross-training team members to build a high-performing and flexible support organization. Leading quality audits, conducting root-cause analysis, and implementing corrective actions to drive continuous improvement. Utilizing CRM and ERP data to track performance metrics, maintain operational scorecards, and identify trends.

Partnering closely with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve customer-impacting issues. Strengthening the voice-of-customer feedback loop by translating customer insights into actionable improvements. Driving process optimization initiatives that enhance efficiency, service quality, and overall customer experience.

• Bachelor’s degree or equivalent combination of education and relevant professional experience.
• Five or more years of experience in customer service, order management, account operations, or customer support.
• Three or more years of experience leading, coaching, and developing teams.
• Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
• Demonstrated success in coaching and developing employees to achieve performance and service goals.
• Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
• Strong data analysis and…