Manager, Customer Success, Quality, Training

This is a fully remote position, open to applicants in Florida.

📋 Description

• Oversee, guide, and enhance the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center.

• Lead and nurture Quality Assurance Analysts, Trainers, and Customer Success Specialists.

• Perform performance evaluations, coaching, development planning, interviewing, making hiring recommendations, and managing performance.

• Set performance expectations and accountability for both individual and team responsibilities.

• Ensure that frontline agents are equipped with the training, resources, tools, and support necessary to deliver outstanding customer experiences.

• Create and improve onboarding, ongoing education, certification, and client-specific training programs.

• Assess training effectiveness and promote scalability through automation, digital learning, self-service tools, and innovative instructional design.

• Manage Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards.

• Analyze quality trends and collaborate with Operations Leadership on performance opportunities and improvement strategies.

• Direct customer escalations, issue investigation, and operational support activities.

• Maintain the Contact Center’s knowledge management systems, including SharePoint resources, process documentation, and knowledge articles.

• Develop AI-powered support tools, chatbot content, and self-service solutions.

• Collaborate with Account Leaders to ensure knowledge content remains accurate and aligned with client needs.

• Identify opportunities for automation and efficiency to enhance organizational scalability.

• Support client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning.

• Encourage accountability, innovation, continuous learning, ownership, and customer-centric decision-making.

• Cultivate future leaders through coaching, mentoring, and career development.

• Act as the primary operational escalation point prior to Senior Director involvement.

• Notify the Senior Director of significant risks with documentation, business impacts, and proposed solutions.

• Manage daily operations while establishing a scalable, automated, and future-ready organization.

⛳️ Requirements

• Bachelor's Degree or equivalent business experience is preferred.

• Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields is preferred.

• Proven ability to coach, develop, and motivate teams while holding individuals accountable for performance, engagement, and business outcomes.

• Capability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions.

• Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation is preferred.

• Strong work ethic and a willingness to go above and beyond.

• Customer-first mindset.

• Exceptional communication and coaching abilities.

• Proactive and solutions-focused approach.

• Skillful in handling challenging conversations effectively.

• High level of autonomy and ownership.

• Commitment to continuous improvement.

• Innovative and AI-forward mindset.

• Strong organizational and leadership abilities.

🏝️ Benefits

• Flexible Time Off to recharge as needed.

• Nine Company-Wide Holidays.

• A comprehensive suite of benefits focused on your growth, development, and personal well-being.

• Flexible work environment and remote work options.

• Occasional travel to facilitate business objectives, team collaboration, customer engagements, training, and company events.