Customer Care Program Manager

Job Summary
As a Customer Care Manager, you will be responsible for overseeing the customer service operations to ensure high levels of customer satisfaction and retention. You will lead a team of customer care representatives and collaborate with various departments to enhance the overall customer experience.

Responsibilities
- Manage and lead a team of customer care representatives
- Develop and implement strategies to improve customer service processes
- Monitor customer interactions to ensure quality service delivery
- Collaborate with cross-functional teams to address customer inquiries and issues promptly
- Utilize project management software to track and analyze customer care metrics
- Conduct root cause analysis to identify areas for improvement in customer service
- Implement and maintain systems such as Salesforce, SharePoint, and ServiceNow for efficient customer service operations
- Oversee vendor management activities related to customer care services

Skills
- Proficiency in Agile methodologies for continuous improvement in customer service processes
- Experience with Salesforce for managing customer information and interactions
- Familiarity with SharePoint for document management and collaboration
- Knowledge of project management software to track and analyze customer care metrics
- Ability to conduct root cause analysis to address underlying issues affecting customer satisfaction
- Strong skills in requirements management and process management
- Experience with systems such as ServiceNow for streamlined service delivery

Job Type: Full-time

Pay: $70,000.00 - $90,000.00 per year

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Day shift
• Monday to Friday

Ability to Relocate:

• Franklin, TN 37064: Relocate before starting work (Required)

Work Location: In person

Salary : $70,000 - $90,000