Sr. Manager, Customer Service

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company, focused on transforming spaces into havens. The Senior Manager of Customer Service is responsible for building strategy to achieve company goals while providing an exceptional B2B customer experience and aligning customer service activities across the organization.

Responsibilities:

• Lead a team of remote customer service Managers and Associates in US and Mexico to deliver best-in-class service
• Implement best operating practices to drive continuous improvement, innovation, and excellent service
• Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities
• Meets department financial objectives by estimating requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
• Prepares and presents regular reports on department performance, customer feedback, and key metrics
• Use data to inform decision-making and strategy development
• Maintains professional and technical knowledge by tracking emerging trends in customer service operations management
• Aligns customer service activities and initiatives throughout the organization by partnering cross-functionally with sales, logistics, distribution, operations, and marketing to support customer priorities and service
• Customer-focused, results-driven, and adaptable
• Ability to work under pressure and manage multiple priorities
• Ensure efficient operations, including staffing, scheduling, and resource allocation
• Monitor metrics and performance indicators. This includes but not limited to call and e-mail management
• Strong leadership and interpersonal skills
• Excellent communication and problem-solving abilities
• Proficiency in call center software and CRM systems
• Analytical mindset with the ability to interpret data and make informed decisions
• Drive the strategy for customer service operations, focusing on enhancing customer experience and evolving best practice call center tactics and technology
• Oversee training programs for customer service staff
• Ensure ongoing development and skill enhancement

Requirements:

• Bachelor's degree is required
• Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity
• Awareness of customer service industry trends and technological advances
• Demonstrated knowledge of Microsoft Office tools
• Ability to plan and execute based on analytics
• Knowledge of call, order, OCR, and workforce management systems
• Proven success in leading cross-functional teams and projects