Serving as the senior Customer Care contact and escalation point for assigned clients.
Building trusted advisor relationships with client executives and internal senior leaders.
Influencing client decisions by leveraging data insights, best practices, and industry expertise.
Leading Customer Care delivery to ensure service quality, consistency, and client satisfaction.
Overseeing delivery models to support scalability, operational efficiency, and performance goals.
Partnering with operations, domain leaders, and cross-functional teams to resolve complex delivery challenges.
Driving execution of Customer Care strategy at the client and portfolio level.
Identifying, leading, and implementing continuous improvement initiatives to enhance customer experience and business performance.
Mentoring and coaching senior managers and client leaders, serving as a role model within Customer Care.
Influencing enterprise initiatives and cross-functional priorities without direct authority.
Leading resolution of complex client issues, using good judgment and multiple data sources.
Anticipating risks and proactively drive change aligned with organizational priorities.

Have a bachelor's degree or equivalent experience
Have 5+ years of call center management and leadership experience
Have expertise in Customer Care delivery, client management, and service operations.
Have proven success leading complex, client-facing environments with high visibility and impact.
Have strategic thinking, analytical skills, and data-driven decision making capabilities.
Have exceptional communication, negotiation, and influencing skills across all organizational levels.
Demonstrate ability to lead through ambiguity, change, and evolving business needs.
Have experience driving continuous improvement and operational excellence within a service focused organization.
Have multiple service (DC, DB, HM, HR, Payroll, etc.) business knowledge based on current and projected clients
Understand client requirements
Have regulatory and legislative knowledge in multiple service areas
Know company policies, management tools and resources
Have experience working and leading broader customer service initiatives and projects that create enterprise results

Customer Care Client Leader

Key skills