Manager, Customer Care

We’re currently seeking a Customer Care Manager to join our Headquarters team! The Customer Care Manager will lead our growing Customer Care team. This person will have a drive for customer service excellence and can lead and develop team members. The Customer Care team supports Members, Retail Customers, Stores and other customer inquiries via phone, email and online channels. The manager will be responsible for setting the tone of the team, driving service delivery metrics and managing the day to day scheduling. This person will report to the Director of Customer Insights and have six direct reports (three supervisors and three other positions). What you will do: Set the example of customer service, sense of urgency, and professionalism for the entire Customer Care team Responsible for the day-to-day management and leadership of individual resources within the Customer Care team Provides a weekly report to the Director of Customer Insights on key metrics, KPIs, past results and forecasts Manages growing Customer Care team to customer inquiries are resolved with quality and customer satisfaction in mind Works with Customer Care Supervisors to audit Customer Care representatives’ activities and processes to ensure timeliness and accuracy of responses to customers and adherence to service standards Provides input on process improvements for Customer Care team Recruits, mentors and develops Customer Care Specialists; nurture an environment where they can excel through encouragement and empowerment Works with internal teams to recommend and drive customer care automation Enhances standard operating procedures, policies and standards for the organization based on industry best practices Ensures the highest level of professionalism when communicating with customers Participates in cross-functional meetings to provide readouts on team performance, obtain information to forecast future team activities, and plan accordingly Provides materials, support, training, and data that help our Customer Care agents to work more effectively Provides regular one-on-one meetings with each individual contributor in the Customer Care team to review individual performance against KPIs and expectations, policy/process adherence, and alignment with career goals and objectives Leads regularly scheduled team meetings to share corporate updates, organizational updates, and team updates Responsible for managing schedule for individual contributors including weighing PTO requests against business needs Responsible for hiring and effective onboarding of new resources with the goal of shortening the time to proficiency How You Will Shine: Bachelor’s degree in Business or related field 3-5 years of experience in supervisory role 2-3 years’ experience in a Customer Care/Support role  Exceptional interpersonal skills for internal and external relationship building at all levels of the organization including cross-departmental colleagues, C-suite and customers Demonstrated ability to make satisfied customers a priority; polite and courteous to all and able to handle difficult customers with respect Demonstrated technical problem-solving abilities Passion about customer satisfaction and a commitment to diversity of thought and consideration of different ideas Demonstrated effective leadership and communication skills and comfortable when interacting in both one-on-one and group settings Has influencing skills and ability to build professional working relationships with peers and team Highly organized and efficient, with a proven ability to think both strategically and tactically Solid team player with a positive attitude and a record of consistently meeting commitments and assigned tasks Strong collaboration skills and the ability to work effectively with cross functional teams and subject matter experts to take ideas from concept through implementation Experience working with a CRM/ticketing tool