Manager, Customer Care-Americas

Manager, Customer Care-Americas

We are searching for an experienced Manager, Customer Care-Americas at our Grand Rapids facility.

The Manager, Customer Care - Americas provides leadership for the Customer Care function across Philadelphia, Grand Rapids, and Anaheim and directly leads the Customer Care Managers responsible for each site. Reporting to the Director of Commercial Operations, this role is accountable for consistent service execution, team performance, continuous improvement, and the development of a strong leadership and talent pipeline across the region.

The Manager translates business priorities and customer needs into clear operating plans, uses data to identify risk and opportunity, and works across the order-to-cash process to resolve systemic issues and improve customer experience.

This is a leadership role first. The Manager establishes expectations, creates accountability, develops the Customer Care Managers and their teams, and ensures priorities are completed through disciplined follow-through. Routine Customer Care transactions are delegated through the organization; the Manager provides hands-on support when needed for business continuity or a critical customer escalation without allowing transactional work to displace leadership responsibilities.

• Provide unified leadership and direction for Customer Care across the Philadelphia, Grand Rapids, and Anaheim sites through the Customer Care Manager at each location, creating consistent expectations while addressing site-specific business needs.
• Own the performance-management system for the Americas Customer Care organization. Use strategic indicators such as response and acknowledgement performance, order-entry quality, backlog health, date-management compliance, escalation aging, delivery performance, and complaint trends to set priorities, drive action plans, hold teams accountable, and communicate results.
• Use data and structured root-cause reviews to identify recurring failure points, emerging customer risks, capacity constraints, and process gaps; establish corrective actions with clear owners, milestones, and measurable outcomes.
• Lead continuous-improvement initiatives from definition through sustained adoption. Adjust priorities as business needs change while maintaining ownership and driving the highest-impact work to completion.
• Partner cross-functionally across the full order-to-cash process, including Sales, Planning and IBP, Operations, Quality, Pricing, Finance and Accounts Receivable, Supply Chain, Information Technology, and Commercial Operations. Represent Customer Care in business reviews, improvement programs, system implementations, and customer escalations.
• Ensure customer needs, commitments, risks, and feedback are accurately represented to the business and that internal decisions are translated into clear, timely customer communication.
• Establish and enforce escalation standards for missed orders, delivery risk, line-down exposure, quality concerns, pricing or credit holds, and other issues that may materially affect the customer.
• Standardize and continuously improve Customer Care policies, work instructions, controls, and tools across all Americas locations while maintaining compliance with quality-system and business requirements.
• Oversee onboarding, role-based training, cross-training, and competency assessment. Build career paths and succession plans by identifying individual strengths and development needs and creating opportunities that improve capability, engagement, and organizational bench strength.
• Set clear performance expectations and provide timely coaching and feedback. Address performance and conduct concerns directly, consistently, and in partnership with Human Resources, including appropriate documentation and corrective action.
• Lead workforce, staffing, and coverage planning across sites, including workload balancing, backup coverage, continuity planning, and talent acquisition in partnership with Human Resources.
• Develop Customer Care Managers to make sound decisions, manage daily execution, coach their teams, and resolve issues at the appropriate level.
• Promote a positive, customer-focused culture grounded in Oliver's values, open communication, shared accountability, and continuous learning.
• Perform other job-related duties as assigned by the Director of Commercial Operations.

• Enterprise perspective:
  Balances customer, employee, operational,…