Manager of Customer Care

At Carriage Services
, we are united by our purpose of creating premier experiences through innovation, empowered partnership, and elevated service. As a member of our team, you'll join a dynamic community dedicated to setting new standards in the Funeral and Cemetery profession. Join us on this exciting journey as we continue to shape the future of our industry.
Carriage Services is an equal opportunity employer.

Job Type: FT (Hybrid
- Must be located in the Houston Metro Area)

Location: 3040 Post Oak BLVD Houston, TX

The Manager of Customer Care is responsible for leading elevated customer experiences across all phases of the customer journey. This role leads the development and execution of customer care strategies, service standards, and hospitality initiatives that strengthen customer satisfaction, loyalty, and trust.

Working cross-functionally, the Manager of Customer Care serves as the champion of Carriage's Passion For Service program, ensuring its principles are embedded throughout the organization. This role identifies opportunities to enhance customer interactions, create elevated hospitality touchpoints, and foster a culture of service excellence that differentiates the customer experience. The Manager is also responsible for developing and facilitating training programs that reinforce Passion For Service standards, hospitality, leadership, and customer care best practices.

• Lead and continuously enhance Carriage's Passion For Service program across the organization.
• Develop and implement customer care strategies, service standards, and hospitality initiatives.
• Establish performance metrics and service expectations for customer-facing teams.
• Evaluate the customer journey and identify opportunities for enhanced hospitality and elevated touchpoints that create memorable customer experiences.
• Partner with internal teams to improve customer-facing processes and overall satisfaction.
• Collect, analyze, and act on customer feedback to drive continuous improvement.
• Design and deliver training programs that reinforce Passion For Service principles, service excellence, and customer care best practices.
• Promote a culture of customer advocacy, empathy, hospitality, and personalized service.
• Develop service recovery practices that strengthen customer relationships and trust.
• Monitor customer experience metrics and recommend improvements that support organizational goals.

• Bachelor's degree in Business, Hospitality Management, Communications, Marketing, Organizational Development, or a related field preferred.
• Five or more years of experience in customer service, customer experience, hospitality, training, or employee engagement roles.
• Three or more years of leadership or management experience preferred.
• Proven ability to develop and implement customer experience, hospitality, or service excellence initiatives.
• Experience designing and facilitating training programs and workshops.
• Strong communication, presentation, and relationship-building skills.
• Demonstrated ability to influence and collaborate across multiple departments and levels of the organization.
• Experience analyzing customer feedback and translating insights into actionable improvements.
• Strong organizational, project management, and problem-solving skills.
• High level of emotional intelligence, empathy, and customer-focused decision-making.
• Proficiency with Microsoft Office Suite and customer experience, survey, or feedback platforms preferred.
• Passion for creating exceptional customer experiences and fostering a culture of service excellence.