Customer Care Manager

Job Summary

A company is looking for a Customer Care Manager to lead the end-to-end consumer experience across the eCommerce lifecycle.

Key Responsibilities

• Lead, coach, and develop Customer Care Supervisors and frontline teams to ensure high-quality service delivery
• Own the end-to-end eCommerce consumer experience, ensuring seamless order and return processes across all systems
• Proactively identify and drive experience improvement initiatives while collaborating with cross-functional teams

Required Qualifications

• 8+ years of experience in customer service, eCommerce operations, or consumer experience management
• People leadership experience with direct responsibility for hiring, coaching, and performance management
• Strong track record of identifying consumer experience gaps and developing business cases
• Analytical and technical aptitude to assess complex issues and implement solutions
• Must reside in Wisconsin for this fully remote position