Customer Care Operations Manager

The Manager, Customer Care is the accountable operational leader for California Closets ’ centralized Customer Care function. This hands-on role leads the internal Central Support team and owns the operational relationship with the First Contact Call Center vendor, TLS. The Manager is responsible for day-to-day service performance, departmental KPIs, quality, lead-management operations, customer escalations, market support, operational risk, and continuous improvement. The role maintains a strong working knowledge of contact-center workforce management principles to evaluate TLS forecasts, staffing and capacity recommendations, identify performance risks, and hold the vendor accountable for corrective action. The Manager also serves as the business and operational owner for Customer Care Salesforce campaigns and lead-routing requirements. The role defines and validates operational requirements, coordinates setup and testing with appropriate technical partners, monitors routing performance, and remains accountable for business impact, escalation, communication and validation when issues occur. Success requires equal strength in people leadership and operational management. This individual is expected to operate with minimal day-to-day direction, use data to identify root causes and recommendations, and drive issues through resolution even when execution requires support from TLS, Salesforce/Technology resources, Service Delivery or other business partners. Pay - $95K or more d