Own the end-to-end customer experience across all operations center touchpoints, ensuring timely, accurate, and consistent delivery of products and services.
Serve as the senior escalation point for strategic and high-impact customer issues, resolving complex problems while restoring customer confidence and trust.
Establish and maintain strong partnerships with Sales, Service Center Operations, and Regional Leaders to proactively align on customer needs, priorities, and service commitments.
Monitor customer-facing KPIs (e.g., backlog aging, order accuracy, responsiveness, OTIF) and translate performance insights into actionable improvements that materially enhance customer satisfaction.
Use customer feedback, call/case trends, and service data to identify recurring pain points and lead cross-functional actions to permanently eliminate them.
Lead and inspire supervisors, group leaders, and associates through clear expectations, coaching, accountability, and recognition.

Bachelor’s Degree or equivalent combination of education and experience.
5+ years of experience in customer care, operations management, or regional operations support, with direct people leadership responsibility.
Demonstrated success leading teams in customer-facing, high-volume, or complex operational environments.
Strong analytical skills with experience using data, dashboards, and technology to improve customer outcomes.
Experience applying AI, automation, or advanced analytics to improve workflow efficiency or customer experience is strongly preferred.
Excellent communication and influencing skills, with the ability to engage frontline teams and senior leaders alike.

Customer Care Manager

Key skills