AI-Driven Customer Experience Leader — Call Center Ops

Vanda Pharmaceuticals; Dayton (OH); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Performance bonuses and profit-sharing

Medical, dental, and vision insurance

Short-term and long-term disability

Voluntary life insurance

Company-paid life insurance and AD&D

401(k) with company match and Roth

Leadership development and training

Weekly PTO accrual

Paid sick time

Career advancement opportunities

Job summary

Logan Services is seeking a Customer Service Manager to lead the call center operations and shape the customer experience through technology and coaching. You will oversee a team of Customer Service Representatives and drive performance, while implementing AI-powered solutions to enhance efficiency and satisfaction.

The role emphasizes leadership development, process improvement, and embedding a customer-first culture across all touchpoints in a fast-growing organization headquartered in Dayton.

Qualifications

• Minimum of 3 years of customer service management or call center leadership experience.
• Experience leading, coaching, and developing customer service teams.
• Strong background in performance management and employee development.
• Proficiency with Microsoft Office, including Excel, Word, and PowerPoint.

Responsibilities

• Lead the strategy, performance, and daily operations of the customer service department.
• Oversee daily call center and customer service operations across channels.
• Develop staffing plans to meet seasonal demands and improve scheduling efficiency.
• Monitor KPIs and implement action plans to improve results.
• Lead implementation and optimization of AI-powered customer experience platforms.

Skills

Leadership

Coaching

Performance management

Analytical skills

Communication

KPI analysis

MS Office (Excel)

Tools

CRM platforms

AI tools

Automation software

Scheduling tools

Call center software

Job description

Logan Services is seeking a Customer Service Manager to lead the call center operations and shape the customer experience through technology and coaching. You will oversee a team of Customer Service Representatives and drive performance, while implementing AI-powered solutions to enhance efficiency and satisfaction.

The role emphasizes leadership development, process improvement, and embedding a customer-first culture across all touchpoints in a fast-growing organization headquartered in Dayton.