Lead the Customer Care team across multiple products by providing ongoing service to customers, including state and federal customers.
Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.
Own and manage performance against established KPIs, including call volume, response time, CSAT, and ticket resolution.
Monitor workload, ticket trends, and capacity to ensure appropriate coverage and service levels.
Conduct call monitoring and hands-on coaching to drive continuous improvement in performance and quality.
Establish clear goals, expectations, and accountability for team members.
Partner cross-functionally with Commercial, Education, Product, and Operations teams to resolve customer issues and improve the end-to-end customer experience.
Lead operational and process improvement initiatives within the scope of your team to increase efficiency, scalability, and customer satisfaction.
Leverage data, automation, AI, and performance insights to enhance workflows, coaching effectiveness, and service delivery.
Support new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination.
Support customers operating in regulated state and federal environments in alignment with contractual and service requirements.
Manage day-to-day operations of a team of Customer Care team members.

Minimum of 6 years of progressive experience in customer care, customer support, or customer operations roles
Ability to obtain and maintain federal security clearance, as required by customer contracts
Experience leading customer care teams and managing day-to-day support operations
Experience supporting state, federal, or other regulated public-sector customers preferred
Ability to manage and improve performance using service metrics and KPIs
Strong coaching, communication, and problem-solving skills
Experience working with globally distributed or international teams
Ability to work effectively in a cross-functional, matrixed environment
Experience leveraging automation, AI, or analytics to improve customer care performance and processes
Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed.

Senior Manager, Customer Care

Key skills