Customer Care Operations Manager

California Closets is hiring a Customer Care Operations Manager to lead its centralized Customer Care function, including the internal Central Support team and its outsourced call-center relationship. The role owns service performance, lead management, customer escalations, Salesforce campaign and routing operations, operational risk, and continuous improvement.

Responsibilities:

• Independently lead the day-to-day operation of the Central Support team, establishing priorities and ensuring business goals, service expectations and customer experience standards are met
• Directly manage Customer Liaisons, Specialists and Team Leads responsible for consultation scheduling, technical support and back-office administration across supported communication channels
• Own departmental performance and KPIs, including lead-management metrics, complaint and feedback handling, quality, team NPS and applicable contact-center service metrics; identify root causes and establish measurable corrective actions when results fall below expectations
• Serve as the primary operational point of contact for markets supported by Customer Care. Prepare performance reporting, analyze trends, conduct regular business reviews and translate findings into clear recommendations, owners and follow-up actions
• Lead hiring, onboarding, coaching, performance management, payroll administration, schedules and rosters for the internal Central Support team; build a culture of accountability, customer focus and continuous improvement
• Manage the Quality Assurance program and provide guidance to the Quality Assurance Team Lead. Audit and monitor customer interactions, identify trends and ensure coaching and corrective actions are completed for internal and external teams
• Lead customer escalations with sound judgment, customer focus and solution-oriented decision making
• Partner with Service Delivery to develop and maintain departmental SOPs, training and operational documentation, and ensure consistent execution across Central Support and applicable vendor teams
• Communicate recurring issues, trends, risks and key learnings to leadership and internal partners, including Marketing, Product, Service Delivery and Technology, and drive follow-through on agreed actions
• Perform other duties aligned to the scope and accountability of the role
• Own the day-to-day operational relationship with TLS, including service performance, quality, lead-management expectations, issue escalation, action-plan follow-through and adherence to agreed operating standards
• Maintain a strong working knowledge of workforce-management principles, including forecasting, capacity planning, staffing, scheduling and intraday management, sufficient to evaluate vendor recommendations and performance
• Review and challenge TLS forecasts, staffing and capacity plans; understand forecast-versus-actual performance and escalate material staffing or service-level risks
• Hold TLS accountable for investigating performance gaps, presenting recovery plans and demonstrating sustained improvement. Ensure operational issues remain actively managed through resolution rather than relying solely on ticket creation or vendor escalation
• Use vendor performance, quality and operational data to identify trends and recommend changes to processes, training, staffing assumptions or service-delivery practices
• Own the business and operational requirements for Customer Care lead management and customer service campaigns, queues and lead-routing processes
• Guide and coordinate campaign setup, routing changes, testing, launch readiness and post-launch validation with appropriate Salesforce/Technology partners and TLS
• Maintain current documentation of campaign purpose, routing logic, operational dependencies, ownership and escalation paths
• Monitor lead-routing and campaign performance for exceptions, failures or unintended outcomes that may affect customer response, lead handling or market performance
• When campaign or routing issues occur, assess business impact, coordinate containment or interim procedures, engage the appropriate technical owner, communicate status to stakeholders, and validate operational recovery before closure
• Provide operational input into Salesforce enhancements and process changes that affect Customer Care, lead management, routing or call-center workflows
• Identify and escalate material operational risks based on customer, lead, service, revenue or brand impact, developing and following established escalation protocols
• Own business-side incident coordination through containment, technical or vendor escalation, operational workaround, validation and closure
• Communicate issue scope, business impact, current status, ownership, interim actions and next steps to affected stakeholders and leadership
• Lead or participate in post-incident reviews for material or recurring issues and ensure preventive actions, documentation, controls, testing or training are implemented

Requirements:

• 7+ years of progressive customer care or contact-center experience, including demonstrated responsibility for contact-center operations and people leadership
• Demonstrated experience managing outsourced contact-center or BPO relationships and holding partners accountable for service, quality and operational performance
• Strong understanding of contact-center workforce-management principles and ability to evaluate forecasts, staffing plans, capacity recommendations and service-level performance; direct ownership of vendor agent scheduling is not required
• Experience working with Salesforce or a comparable CRM in a lead-management, campaign, queue or routing environment
• Ability to define business requirements, validate operational outcomes and partner effectively with technical resources
• Thorough understanding of contact-center KPIs and performance drivers, with the ability to interpret operational data, identify root causes and turn findings into executable, measurable plans
• Experience leading operational incidents or cross-functional escalations and maintaining accountability through resolution
• Strong process-management and continuous-improvement capabilities, including development and maintenance of SOPs and operating controls
• Excellent written and verbal communication with the ability to clearly communicate performance, risks, recommendations and decisions to team members, vendors, markets and leadership
• Proven people leadership capability, including hiring, coaching, performance management and development of team members and leads
• Strong working knowledge of contact-center and CRM technologies and the ability to distinguish operational issues from technical issues and engage the appropriate owner