Senior Manager of Customer Care
Stuller · Lafayette, LA, USA
Join our Customer Experience team and be part of a dynamic environment where you’ll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.
As a Senior Manager of Customer Care, you will lead the leaders responsible for delivering exceptional service to jewelers around the world. This is a high-impact role focused on strengthening our people, processes, systems, and operations so our teams can consistently deliver an exceptional customer experience.
You will directly lead teams while partnering across the organization to identify opportunities, solve complex business challenges, and turn ideas into meaningful improvements. You will use data, curiosity, and good judgment to understand what is happening, identify what needs to change, and lead the organization through that change.
The right person for this role is a leader of leaders, a problem solver, and a builder. You enjoy developing managers, challenging the status quo, improving how work gets done, and creating solutions that benefit both our customers and our employees.
Key Responsibilities
- Lead, coach, and develop teams, creating strong leaders who can independently lead their teams and deliver results.
- Establish clear expectations, accountability, and performance standards for leaders and their teams.
- Develop leadership capability through coaching, feedback, talent development, and succession planning.
- Identify opportunities to improve Customer Care processes, workflows, policies, and operating practices while looking through the lens of the broader organization.
- Lead cross-functional initiatives that improve efficiency, consistency, employee experience, and customer outcomes.
- Use operational data, customer feedback, and frontline insights to identify trends, uncover root causes, and drive meaningful improvements.
- Partner with Workforce Management and operational leaders to align staffing, capacity, service levels, and business needs.
- Monitor meaningful performance indicators and connect team activity to customer and business outcomes.
- Maintain visibility across Customer Care channels, including phone, email, chat, social, and other customer touchpoints.
- Lead Customer Care through organizational changes, new technologies, process changes, and evolving customer expectations.
- Communicate the "why" behind change and equip leaders to successfully bring their teams along.
- Foster a culture of ownership, accountability, curiosity, collaboration, and continuous improvement.
Basic Qualifications
- Bachelor's degree in Business, Management, or a related field, or an equivalent combination of education and experience.
- 5+ years of progressive leadership experience, including direct experience leading managers or other people leaders.
- Experience leading teams within customer care, customer experience, contact center, operations, customer support, or a similar environment.
- Demonstrated experience improving processes, workflows, or operational performance.
- Strong analytical and problem-solving skills with the ability to turn data into action.
- Excellent written and verbal communication skills with the ability to effectively communicate across all levels of an organization.
- Demonstrated ability to lead through change and influence outcomes beyond your direct area of responsibility.
- Strong judgment, accountability, and follow-through.
- Ability to balance customer, employee, and business needs when making decisions.
Preferred Qualifications
- Experience leading leaders in a high-volume, multi-channel contact center.
- Experience in a B2B customer care or customer support environment.
- Experience developing managers and building leadership pipelines.
- Experience leading technology implementations, system enhancements, or process transformations.
- Experience with CRM, contact center, workforce management, quality, reporting, or business intelligence platforms.
- Experience with platforms such as Salesforce, Five9, Verint, or similar technologies.