Senior Manager, Customer Service

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

📋 Description

• Oversee high-volume call center operations that directly impact customer trust, service quality, order accuracy, and retention rates.

• Ensure that teams consistently achieve service, quality, productivity, and customer experience goals.

• Act as a proactive operational leader who mentors supervisors, enhances frontline performance, manages escalations, optimizes workflows, and fosters a culture of accountability and ongoing improvement.

• Assess performance, pinpoint gaps, provide prompt feedback, acknowledge exceptional performance, and implement corrective measures when standards are not fulfilled.

• Foster an environment focused on continuous learning and development.

⛳️ Requirements

• Bachelor's degree in Business Administration, Management, Communications, or a related discipline, or an equivalent combination of education and pertinent leadership experience.

• At least eight years of progressive leadership experience in a call center or contact center, including oversight of high-volume customer service operations.

• Proven experience in directly managing supervisors, team leads, and frontline customer service associates while enhancing leadership capabilities and driving team performance.

• Experience guiding teams through operational expansion, organizational transitions, technology rollouts, or significant process enhancements.

• Experience in supporting customers through various service channels, including phone, email, chat, and case management.

• Familiarity with contact center technologies, CRM platforms, workforce management systems, quality-monitoring tools, reporting software, and business intelligence solutions.

• Experience in pharmacy, healthcare, pharmaceutical services, or another highly regulated sector is preferred.

• Experience managing multiple supervisors, teams, business functions, shifts, or locations is preferred.

🏝️ Benefits

• Medical, dental, and vision coverage

• Paid time off

• 401(k) matching

• Wellness perks

• IV therapy

• Compounded medications