Senior Manager, Customer Service

Description

The Senior Manager, Customer Service is accountable for driving customer experience excellence by leading multiple teams, optimizing support processes, and shaping service strategy in alignment with organizational goals. This role directs cross-functional initiatives, elevates customer satisfaction metrics, and provides executive-level guidance to enhance operational and commercial outcomes. As a transformational leader, the Senior Manager mentors team leaders, steers complex escalations, and champions a culture of accountability, collaboration, and continuous improvement.

Summary of Essential Job Functions

• Provide strategic oversight and hands-on leadership to customer service teams, team leads, and/or regional service hubs.
• Lead performance management, training, and professional development plans for front-line supervisors and specialists.
• Define customer service KPIs and regularly report performance trends to executive leadership.
• Partner with Sales, Operations, Quality, and Technology teams to ensure a seamless customer experience across all touchpoints.
• Resolve the most critical service escalations and oversee customer retention and recovery efforts.
• Drive process reengineering initiatives that reduce service gaps, improve speed and accuracy, and enhance digital engagement.
• Lead the implementation of new customer service technologies.
• Represent the company in customer business reviews and strategic planning discussions with key accounts.
• Monitor compliance with service standards, regulatory requirements, and company policies.
• Develop succession planning and help scale customer service capabilities for business growth.
• Create and maintain departmental budgets, resource forecasts, and staffing models.

Requirements

Minimum Requirements

• Bachelor’s Degree in Business, Communications, or related field required; Master’s Degree a plus.
• 7–10 years of progressive experience in customer service, account management, or operations, with at least 3 years in a leadership role.
• Demonstrated success leading cross-functional teams and large-scale service operations.
• Advanced experience with systems, analytics tools, and digital service platforms.
• Proven ability to influence at all levels and drive organizational change.
• Strong analytical, financial, and strategic planning skills.
• Passion for customer advocacy and service innovation.

Abilities Required

These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job. Reasonable accommodation can be made to enable people with disabilities to perform the described essential job functions.

While performing the responsibilities, the employee is required to talk and hear. The employee is often required to sit and use their hands and fingers, to handle or feel and to manipulate keys on a keyboard. The employee is occasionally required to stand, walk, reach with arms and hands, climb or balance, and to stoop, kneel, crouch or crawl. Vision abilities required by this job include close vision.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.