Manager, Customer Service

The National Safety Council is America’s leading nonprofit safety advocate, focusing on eliminating preventable injuries and deaths. The Manager, Customer Service will lead the operations of a remote omnichannel contact center, ensuring exceptional customer experiences while driving operational efficiency and continuous improvement.

Responsibilities:

• Lead and manage daily operations across all customer support channels (voice, chat, email, messaging, and self-service)
• Ensure consistent delivery of a seamless, high-quality omnichannel customer experience aligned to company standards
• Monitor and manage KPIs including service level, AHT, CSAT, NPS, FCR, and quality scores
• Forecast demand and partner with workforce management to ensure optimal staffing across channels
• Develop and implement strategies to improve efficiency, reduce customer effort, and increase satisfaction
• Champion a customer-first culture focused on empathy, responsiveness, and resolution
• Design and implement programs to achieve world-class service benchmarks
• Partner with Customer Experience Analyst regarding customer feedback, trends, and pain points to drive continuous improvement initiatives
• Partner cross-functionally (Products, Sales, IT) to address root causes and enhance the end-to-end customer journey
• Serve as the primary Five9 subject matter expert (SME) for the contact center
• Maintain Five9 functionality including: IVR design and optimization, Call routing strategies (skills-based routing, prioritization, overflow logic), Campaign management (inbound/outbound/blended), Agent desktop configuration and workflows, Digital channel integrations (chat, messaging, email)
• Build and maintain dashboards, reports, and analytics within Five9 to monitor performance and identify trends
• Troubleshoot system issues, coordinate with vendors, and ensure platform stability and uptime
• Identify and implement automation opportunities (e.g., bots, self-service flows, intelligent routing)
• Lead system enhancements, testing, and releases in partnership with IT and business stakeholders
• Train and mentor supervisors and agents on Five9 tools and best practices
• Lead, coach, and develop a team of supervisors, team leads, and frontline agents
• Establish clear performance expectations and accountability for results
• Conduct regular coaching, performance reviews, and career development planning
• Foster a high-engagement, inclusive team culture focused on collaboration and excellence
• Drive hiring, onboarding, and retention strategies to build a strong talent pipeline
• Analyze operational data to identify trends, inefficiencies, and opportunities for optimization
• Implement process improvements to enhance productivity, quality, and customer outcomes
• Support quality assurance programs, including calibration and performance feedback loops
• Develop and maintain SOPs, knowledge base content, and training materials
• Lead or participate in cross-functional projects and initiatives

Requirements:

• Bachelor's degree in Business, Communications or a related field, or equivalent work experience
• 5+ years of experience in contact center or customer service operations
• 2+ years of direct people management experience within a fully remote contact center environment
• Demonstrated success leading, coaching, and developing remote teams, including performance management and engagement in a virtual setting
• Strong experience managing omnichannel support environments
• Hands-on experience with Five9 platform administration and configuration
• Proven track record of improving customer experience metrics (CSAT, NPS, FCR)
• Strong analytical skills with the ability to interpret data and drive actionable insights
• Excellent leadership, communication, and stakeholder management skills
• Potential for 2 overnight trips annually
• Attendance at NSC Conferences requiring weekend work
• Five9 certifications or advanced platform expertise
• Experience with WFM tools, CRM systems (e.g., Salesforce), and QA platforms
• Background in process improvement methodologies (Lean, Six Sigma)
• Experience scaling contact center operations or leading transformation initiatives