Customer Care Operations Manager

Acuity; Atlanta (GA); On-site; USD 85,000 - 110,000; Full time

Job summary

Acuity Inc. in Atlanta, Georgia, seeks a Manager – Order Support to lead a frontline team serving customers across the U.S., ensuring operational performance, customer support excellence, escalations, team development, and process improvements.

The role focuses on bringing structure and accountability to Order Support while serving as escalation point for two high-volume regions and aligning with regional strategy. Travel 0-25% is expected.

Qualifications

• 3+ years in customer-facing roles.
• Experience leading operationally complex, customer-facing teams.
• Strong KPI/data analysis skills.
• Excellent communication and stakeholder management.
• Ability to stay calm and decisive during escalations.
• Coaching and employee development skills.
• Experience leading change initiatives and creating structure.
• Familiar with workflow systems, CRM platforms and customer support tools.
• Customer-centric mindset and ownership mentality.

Responsibilities

• Lead the performance and daily operations of a frontline Customer/Order Support team.
• Manage high-priority customer escalations and resolve issues quickly.
• Build a culture of ownership, accountability, and urgency.
• Coach, mentor, and develop frontline representatives.
• Identify high-potential employees and develop future team leaders.
• Monitor KPIs and use data to identify opportunities for improvement.
• Identify operational inefficiencies and implement process improvements.
• Partner with Customer Support leadership and cross-functional teams.
• Support improvements to systems, metrics, and the overall service model.
• Build cross-training and coverage strategies to maintain operational continuity.
• Contribute to long-term departmental and regional strategy

Skills

3+ years customer-facing

Lead complex teams

KPI analysis

Stakeholder management

Calm under pressure

Coaching & development

Change leadership

CRM tools

Customer focus

Tools

CRM platforms

Job description

Acuity Inc. in Atlanta, Georgia, seeks a Manager – Order Support to lead a frontline team serving customers across the U.S., ensuring operational performance, customer support excellence, escalations, team development, and process improvements.

The role focuses on bringing structure and accountability to Order Support while serving as escalation point for two high-volume regions and aligning with regional strategy. Travel 0-25% is expected.