The Consumer Care Manager is responsible for both business and people leadership by managing a team dedicated to delivering exceptional customer service. They ensure every customer interaction is handled with care, while driving continuous improvements in service quality and efficiency. Balancing a strategic vision with hands-on team development, they implement innovative solutions that boost both operational performance and overall customer satisfaction.

• Manage daily operations of the customer service department, ensuring that requests, tickets, calls, and emails are promptly addressed.
• Lead, coach, and develop Team Leaders to ensure proper support is provided to a team of customer service representatives to achieve performance targets and deliver high-quality support.
• Monitor and analyze key customer service metrics (such as response time, resolution rate, and customer satisfaction scores) to identify areas for improvement.
• Develop and implement effective customer service policies, procedures, and standards in alignment with company goals.
• Act as the primary point of contact for Leadership escalations, ensuring timely resolution and follow-up.
• Collaborate with other departments (such as Service, Sales, Marketing, and Product Development) to ensure seamless and integrated customer experience.
• Evaluate customer feedback and market trends to recommend enhancements that drive improved customer satisfaction and loyalty.
• Develop, plan and ensure execution of training sessions to ensure team members are knowledgeable about products, services, and customer service best practices. Working closely with Team Leaders and the Quality and Operations Managers to identify trends.
• Manage staffing, scheduling, and workload distribution to optimize the efficiency and effectiveness of the team.
• Prepare regular reports on customer service performance and participate in strategic planning initiatives.
• Spearhead initiatives that drive change by evaluating, selecting, and/or implementing innovative tools and technologies, creating a robust self-service environment that empowers consumers and enhances overall customer engagement. Example: New contact channels
• Continuously monitor the competitive landscape and industry trends, analyzing competitor strategies and customer feedback to proactively refine and enhance our customer service initiatives.

Experience and Education:

• Bachelor’s degree in Business Administration, Management, or a related field or equivalent experience.
• At least 5 years of experience in a customer service role,
• At least 1 year of experience is a supervisory or management role.
• Strong leadership skills with the ability to motivate and develop a team.
• Excellent problem-solving, communication, and interpersonal skills.
• Ability to work in a fast-paced environment while managing multiple priorities effectively.
• Experience leading quality assurance, contact center efficiency, internal and external training, Strong understanding of the Residential Appliance industry is a plus

Skills and Abilities:

• Able to develop strategy and drive execution cross functionally
• Team-oriented leader; invested in the development of their direct and indirect reports; aligns team goals to those of the broader organization
• Proactively identifies issues and develops/executes solutions
• Entrepreneurial mind set with the drive to take the initiative and create opportunities
• Excellent organizational skills; Ability to self-manage workload; handle multiple projects simultaneously while managing and meeting tight deadlines
• Excellent written, verbal, and interpersonal communication skills; communicate effectively and professionally across all levels of the organization and external stakeholders
• Strong analytical and research skills.
• Systems-proficient; particularly with MS Office products and CRM systems

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

2025-4652

Full-Time