Customer Care Manager; Remote

Responsibilities

Customer Care Manager (remote)

Provides leadership for Customer Care Center operations for the designated brand(s), driving a customer-first culture while delivering on service, sales, and operational performance goals.

• Lead and develop direct and indirect reports (including our AI solutions) to drive a high-performing, customer-centric environment that delivers against service and sales objectives.
• Set clear expectations and ensure consistent coaching, accountability, and engagement practices across teams.
• Partner across the business to align programs, policies, and operational execution with broader company objectives.
• Analyze performance trends and implement actions to improve customer experience.
• Support the execution of operational processes, systems, and structural changes that strengthen service delivery.
• Collaborate with internal partners (HR, Technology, Network Operations, and business leaders) to meet operational and staffing needs.
• Maintain strong relationships with internal leaders and external partners to ensure all KPI targets are met or exceeded.
• Lead change initiatives that enhance team capability, engagement, and overall performance.

• Bachelor’s degree or equivalent business experience.
• 5+ years of relevant leadership experience, preferably in contact center or customer operations environments.
• Demonstrated ability to lead through others, develop talent, and drive results at scale.
• Strong business acumen with the ability to translate data into action.
• Proven strength in communication, decision-making, and cross-functional collaboration.
• Experience implementing process improvements, new programs, and AI technologies.
• Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows.
• Requires access to reliable, high-speed internet connection and a quiet working area away from distractions.
• Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning.

• Benefits:
  Medical/dental/vision insurance starting on day one, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and a generous associate merchandise discount.
• Growth and Development:
  We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, and opportunities for advancement.
• Collaborative Culture:
  We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.

USD $69,000.00 - USD $ /Yr.