Sr. Manager, Customer Service

Fortune Brands Innovations, Inc. is an industry-leading home, security and digital products company. The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement.

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