Senior Manager, Customer Care Support – On-Site

Role Overview

• Own service level outcomes across multiple supervisor teams and queues, including queues that draw agents from different teams or locations
• Monitor performance trends and intervene when metrics indicate systemic risk
• Make or sponsor decisions with broader operational consequences — overtime authorization, client or product queue prioritization, cross-team resource reallocation — in coordination with Workforce Management (WFM)
• Provide direct leadership and operational oversight for contact center teams (both on-site and remote) supporting Business Unit clients and citizens, ensuring consistent service levels, resolution quality, and client confidence
• Own performance outcomes for assigned BU support teams — including service level attainment, backlog health, quality, and escalation management
• Lead the integration of BU support teams into the consolidated Care model, balancing continuity of client relationships with the move toward standardized, scalable operations
• Partner with Business Unit leaders to align support operations with client needs, product changes, and growth commitments
• Track, identify, and elevate trends and root issues surfaced by BU support teams — bringing patterns and systemic drivers to partner organizations such as Product and Business Units for joint prioritization and resolution
• Drive process, policy, and operational changes into Care teams
• Lead backlog improvement plans and ensure accountability to resolution targets
• Prepare teams for new product launches, system changes, and customer additions
• Serve as a senior escalation point for high complexity client issues, working across Care, Business Units, Product, and IT to drive resolution
• Represent Care in escalated client interactions, instilling confidence and driving resolution
• Escalate systemic trends and patterns to Business Unit (BU), Product, and Engineering partners
• Align Care performance to BU objectives and customer commitments
• Provide direction, coaching, and development to Team Managers (Supervisors)
• Set clear performance expectations and hold supervisors accountable for team outcomes
• Identify talent and support career progression within Care
• Handle escalated employee concerns and issues

Requirements

• 3–5+ years of progressive experience in contact center, customer care, or operations management
• Demonstrated ability to manage performance across multiple teams or work queues
• Experience leading cross-functional initiatives and working with external stakeholders or clients
• Strong analytical skills; ability to read operational data and translate into action
• Proven track record of driving accountability and process adherence in a dynamic environment
• Experience in a shared services or multi-product support environment
• Familiarity with Amazon Connect, Salesforce Service Cloud, or similar CRM/telephony platforms
• Experience with workforce management principles (forecasting, scheduling, adherence)
• Background in a post-merger or organizational integration context

Tech Stack

• Cloud

Benefits

• Competitive benefits and compensation package