Customer Engagement Manager – Animal Health

Role Overview

• Manage remote Customer Engagement Representatives (CERs)
• Deliver high-quality customer experience and drive commercial outcomes
• Monitor support quality, productivity, SLA attainment, and sales/experience outcomes
• Recruit, hire, onboard, and mentor CERs
• Implement inbound and outbound support engagement strategies
• Identify customer support and experience gaps and deliver training programs
• Drive continuous improvement of the customer experience
• Facilitate weekly virtual team meetings

Requirements

• 5+ years of directly related or relevant experience
• 2+ years of customer support, customer experience, service-oriented, or people-leadership experience
• BS/BA in a related discipline or equivalent related experience
• Advanced knowledge of call center leadership
• Microsoft Office proficiency
• digital communication/collaboration tools proficiency

Benefits

• medical, dental, and vision care
• backup dependent care
• adoption assistance
• infertility coverage
• family building support
• behavioral health solutions
• paid parental leave
• paid caregiver leave
• variety of training programs
• professional development resources
• opportunities to participate in mentorship programs
• employee resource groups
• volunteer activities