Customer Care Manager – Hybrid Schedule & Strategy Lead

Walden University; Phoenix (AZ); Hybrid; USD 60,000 - 70,000; Full time

Benefits offered by this job

Health benefits

401k with employer match

Hybrid work schedule

Job summary

Walden University is seeking a Manager, Customer Care to supervise a frontline team delivering email, phone, and live chat support. You will craft strategies, measure outcomes, and partner with cross-functional teams to improve service delivery each quarter.

The role requires a Bachelor's degree, 3–5 years in customer care, and mid-level management experience. Walden emphasizes a hybrid work model with in-office days.

Qualifications

• Bachelor's Degree required; Master's preferred.
• 3–5 years of related experience in customer care or equivalent.
• Mid-level management experience is expected.
• Experience in an organization with academic and business functions is a plus.
• Excellent customer service skills and knowledge.
• Excellent project management skills.
• Thrives in a fast-paced, changing environment.
• Basic knowledge of database apps; intermediate knowledge of eLearning platforms.
• Advanced Microsoft Office Suite skills; familiarity with web-based tech.
• Some travel required (5–10%).

Responsibilities

• Supervise and manage a team of customer service professionals.
• Create implementable, measurable customer service strategies.
• Collaborate with other teams to ensure top service delivery.
• Handle front-line support and manage operations for term starts.
• Troubleshoot browsers, internet, and email issues.
• Perform other duties as assigned and ensure policy compliance.

Skills

Customer service

Project management

Team leadership

Adaptability

Communication

Education

Bachelor's degree

Master's degree preferred

Tools

Microsoft Office

eLearning platforms

Database applications

Web technologies

Macintosh/PC familiarity

Job description

Walden University is seeking a Manager, Customer Care to supervise a frontline team delivering email, phone, and live chat support. You will craft strategies, measure outcomes, and partner with cross-functional teams to improve service delivery each quarter.

The role requires a Bachelor's degree, 3–5 years in customer care, and mid-level management experience. Walden emphasizes a hybrid work model with in-office days.