Sr. Manager, Customer Care Support

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Full Time Management AL, US

2 days ago Requisition

The Senior Manager is an operational leader within Customer Care responsible for business and queue outcomes across multiple supervisor teams, product lines, and in some cases, agents from different locations who skill into the same queue. This role owns performance against service level agreements, drives process and policy changes into Care operations, represents Care in elevated client interactions, and provides direct leadership of Business Unit support teams within their assigned scope.

• Own service level outcomes across multiple supervisor teams and queues, including queues that draw agents from different teams or locations
• Monitor performance trends and intervene when metrics indicate systemic risk
• Make or sponsor decisions with broader operational consequences — overtime authorization, client or product queue prioritization, cross-team resource reallocation — in coordination with Workforce Management (WFM)

• Provide direct leadership and operational oversight for contact center teams (both on-site and remote) supporting Business Unit clients and citizens, ensuring consistent service levels, resolution quality, and client confidence
• Own performance outcomes for assigned BU support teams — including service level attainment, backlog health, quality, and escalation management
• Lead the integration of BU support teams into the consolidated Care model, balancing continuity of client relationships with the move toward standardized, scalable operations
• Partner with Business Unit leaders to align support operations with client needs, product changes, and growth commitments
• Track, identify, and elevate trends and root issues surfaced by BU support teams — bringing patterns and systemic drivers to partner organizations such as Product and Business Units for joint prioritization and resolution

• Drive process, policy, and operational changes into Care teams
• Lead backlog improvement plans and ensure accountability to resolution targets
• Partner with WFM on real-time queue oversight, resourcing decisions, and staffing plans
• Prepare teams for new product launches, system changes, and customer additions

• Serve as a senior escalation point for high-complexity client issues, working across Care, Business Units, Product, and IT to drive resolution
• Represent Care in escalated client interactions, instilling confidence and driving resolution
• Escalate systemic trends and patterns to Business Unit (BU), Product, and Engineering partners
• Align Care performance to BU objectives and customer commitments
• Provide direction, coaching, and development to Team Managers (Supervisors)
• Set clear performance expectations and hold supervisors accountable for team outcomes
• Identify talent and support career progression within Care
• Handle escalated employee concerns and issues

• 3–5+ years of progressive experience in contact center, customer care, or operations management
• Demonstrated ability to manage performance across multiple teams or work queues
• Experience leading cross-functional initiatives and working with external stakeholders or clients
• Strong analytical skills; ability to read operational data and translate into action
• Proven track record of driving accountability and process adherence in a dynamic environment
• Experience in a shared services or multi-product support environment
• Familiarity with Amazon Connect,…