Care Center Manager (45895

Care Center Manager

The Care Center Manager is responsible for providing strategic leadership and day-to-day oversight for Landmark National Bank's Care Center, the Bank's centralized call and contact center. This position leads the team, technology, service model, and continuous improvement efforts that enable customers to receive timely, accurate, and consistent support through the channel they choose, including phone, chat, secure messaging, email, digital banking, and other emerging communication channels.

The Care Center Manager uses operational data, customer insights, contact center technology, and artificial intelligence-enabled tools to improve service delivery, strengthen efficiency, enhance the customer experience, and support operational, quality, compliance, and risk management standards.

Essential functions include strategic care center leadership and team development, omnichannel service delivery, service levels, and workforce planning, performance insights, technology strategy, and continuous improvement, customer experience, channel strategy, escalations, and business partnership, quality assurance, training, and performance management, care center systems, technology enhancements, AI, and business continuity, compliance, risk management, and documentation, operational excellence, and culture and values.

People leader responsibilities include workforce planning, hiring, onboarding, performance management, associate development, succession planning, associate engagement, retention, recognition, and addressing performance concerns in partnership with Human Resources. The work environment is a professional office setting, leading work performed through the Bank's centralized call and contact center. Physical demands include sitting for long periods, occasional standing, walking, use of hands, reaching, talking, hearing, and lifting up to 5 pounds.

Expected hours are generally Monday through Friday, with flexibility in start and end times between 7:00 AM and 6:00 PM, with occasional additional hours. Travel is minimal, generally 10% or less, primarily within the state of Kansas.

Position requirements include seven years of banking customer service, customer contact center, call center, or related service operations experience preferred, three years of supervisory or management experience, experience managing onsite, remote, or hybrid associates, experience using call center/contact center software, reporting tools, quality monitoring, workforce management, customer communication platforms, and performance metrics, experience evaluating technology needs, supporting system enhancements, improving customer communication channels, and translating operational insights into practical service improvements, familiarity with AI, automation, knowledge management, self-service, chat, secure messaging, CRM, or emerging customer service technologies, experience resolving escalated customer situations and partnering across business lines to address customer needs, computer proficiency and technical aptitude with the ability to use Microsoft products, effective planning and priority-setting skills, and excellent written and verbal communication skills.

A bachelor's degree in Business, Finance, Management, Communications, or related field is preferred, or equivalent work experience.