Customer Care Manager & Service-Excellence Leader

Raymond West Group; Phoenix (AZ); On-site; USD 67,000 - 150,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k) with company match

Flexible spending accounts

Disability insurance

Life insurance

Personal time off

Holiday pay

Job summary

Raymond West seeks a passionate leader to elevate customer experience by guiding a team of Customer Care Managers and driving service excellence across all touchpoints.

You will recruit, train, and mentor CCMs, conduct performance reviews, manage timecards, and analyze service metrics in partnership with District Service Managers and Sales Account Managers to ensure exceptional service delivery.

Qualifications

• Must have 3–5 years in customer service or client-facing roles.
• 1–3 years in a supervisory or managerial role, preferably leading a customer service or support team.

Responsibilities

• Lead and mentor a team of Customer Care Managers (CCMs) to ensure consistent, high-quality service across products and services.
• Oversee resolution of customer complaints and analyze service performance reports to drive improvements.
• Collaborate with District Service Managers and Sales Account Managers to address customer needs and improve outcomes.
• Recruit, train, and conduct performance reviews; hold monthly one-on-one meetings; manage timecards.
• Drive commission-based compensation oversight and alignment with company policies.
• Foster a positive, customer-focused team culture and work with other departments to deliver superior service.
• Travel up to 50% as required to support regional operations and initiatives.

Skills

People leadership

Communication

Time management

Data-driven decisions

Problem solving

CRM software

Team mentoring

Interdepartmental collaboration

Tools

CRM software

Job description

Raymond West seeks a passionate leader to elevate customer experience by guiding a team of Customer Care Managers and driving service excellence across all touchpoints.

You will recruit, train, and mentor CCMs, conduct performance reviews, manage timecards, and analyze service metrics in partnership with District Service Managers and Sales Account Managers to ensure exceptional service delivery.