Customer Care Manager
Job Summary
Managing vendor performance and operational execution, the full-time remote Customer Care Manager will oversee customer resolution outcomes across various support channels, ensuring consistent service delivery and continuous improvement in collaboration with BPO partners.
Key responsibilities
- Own daily, weekly, and monthly performance outcomes across multiple customer support operations
- Oversee customer complaints, escalations, and recovery programs to enhance the customer experience
- Lead operational readiness activities for product launches and high-risk incidents, ensuring effective communication and risk mitigation
Required qualifications
- Bachelor's degree in business administration, Operations Management, or a related field required
- Minimum of 7 years of leadership experience in Contact Center Operations or Customer Care environments
- Experience managing outsourced vendor or BPO relationships is required
- Proven track record in performance reviews and operational governance
- Preferred experience in complaint resolution and customer recovery workflows
Complete Job Description
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