Captive Support Manager

Captive Resources; Itasca (IL); Hybrid; USD 105,000 - 110,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Life and AD&D

Disability insurance

Job summary

Captive Resources in Itasca, IL, is seeking a Lead, Captive Support to drive operational excellence and develop a high-performing team. The role partners with leadership to implement process improvements, automation, and change initiatives while maintaining accountability and continuous improvement.

The ideal candidate has 5+ years in operations or service leadership, with at least 2 years of direct people management in a metrics-driven environment, demonstrating success with KPIs and SLAs.

Qualifications

• Bachelor's degree or equivalent experience.
• Five (5) or more years of operations or service leadership experience, including at least two (2) years of direct people management in a metrics-driven environment with demonstrated success improving operational performance through KPIs, SLAs, coaching, and continuous improvement.

Responsibilities

• Lead, coach, and develop a high-performing team through regular feedback, performance management, career development, and employee engagement.
• Establish clear performance expectations and hold team members accountable for productivity, quality, customer service, and SLA performance.
• Monitor operational metrics, analyze trends, identify root causes, and implement data-driven solutions that improve performance and operational efficiency.
• Oversee workload balancing, staffing priorities, resource planning, and capacity management to ensure consistent service delivery.
• Partner with leadership to implement process improvements, automation initiatives, operational reporting, and change management strategies.
• Champion operational maturity by standardizing processes, leveraging performance data to inform decisions, and fostering a culture of accountability, collaboration, and continuous improvement.
• Collaborate with Training & Development to onboard, train, and develop employees.

Skills

People Leadership

Operational Excellence

Data-Driven Decisions

Change Leadership

Communication & Collaboration

Strategic Problem Solving

Education

Bachelor's degree or equivalent experience

Job description

Hybrid - Corporate Office
Itasca, IL 60143, USA

• Pay or shift range: $105,000 USD to $110,000 USD
  The estimated range is the budgeted amount for this position. Final offers are based on various factors, including skill set, experience, location, qualifications and other job-related reasons. Our benefits include medical, dental, vision, Rx, 401(k), life and AD&D, short-term and long-term disability, and more. Please visit our website for more information.

Description

Lead a team of Captive Support professionals by driving operational excellence, developing employees, and ensuring consistent delivery of service, quality, and productivity goals. This role partners with leadership to implement process improvements and automation initiatives while fostering a culture of accountability and continuous improvement. Success in this role requires balancing people leadership with operational excellence to deliver results and build a collaborative, engaged team.

EDUCATION AND EXPERIENCE:

• Bachelor's degree or equivalent experience.
• Five (5) or more years of operations or service leadership experience, including at least two (2) years of direct people management in a metrics-driven environment with demonstrated success improving operational performance through KPIs, SLAs, coaching, and continuous improvement.

SKILLS/COMPETENCIES REQUIREMENTS:

• People Leadership: Builds engaged, high-performing team through coaching, feedback, development, and accountability.
• Operational Excellence: Drives consistent execution through standardized processes, workload planning, and continuous improvement.
• Data-Driven Decision Making: Uses KPIs, SLAs, and operational metrics to identify trends, solve problems, and improve performance.
• Change Leadership: Successfully implements new processes, technologies, and automation initiatives while leading teams through change.
• Communication & Collaboration: Builds strong partnerships across Program Management and communicates priorities, expectations, and results effectively.
• Strategic Problem Solving: Anticipates operational challenges, identifies root causes, and develops practical solutions aligned with department objectives.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead, coach, and develop a high-performing team through regular feedback, performance management, career development, and employee engagement.
• Establish clear performance expectations and hold team members accountable for productivity, quality, customer service, and SLA performance.
• Monitor operational metrics, analyze trends, identify root causes, and implement data-driven solutions that improve performance and operational efficiency.
• Oversee workload balancing, staffing priorities, resource planning, and capacity management to ensure consistent service delivery.
• Partner with leadership to implement process improvements, automation initiatives, operational reporting, and change management strategies.
• Champion operational maturity by standardizing processes, leveraging performance data to inform decisions, and fostering a culture of accountability, collaboration, and continuous improvement.
• Collaborate with Training & Development to onboard, train, and develop employees.

Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.