Customer Care Transformation Leader — Hybrid, 900M Ops

BIC; Shelton (CT); Hybrid; USD 120,000 - 170,000; Full time

Job summary

BIC World is seeking an experienced Customer Care Manager to lead a US-based team, delivering exceptional service while driving continuous improvement across order management, OTIF, and pricing integrity. You will partner with Sales, Supply Chain, Finance, Marketing, IT, and other functions to translate strategy into action and establish sustainable processes.

You will balance day-to-day operations with transformation initiatives, coach a high-performing team, and champion data-driven

Qualifications

• Bachelor's degree or equivalent combination of education and experience.
• 5-8 years of experience in a CPG, consumer products, or similarly complex customer-facing environment.
• Experience supporting major retail, ecommerce, wholesale, or strategic customers.
• Minimum 4 years of people leadership experience.
• Strong understanding of Customer Service operations, order management, and supply chain processes.

Responsibilities

• Lead, coach, and develop a team of Customer Care professionals.
• Establish consistent training and cross-training practices to strengthen capabilities.
• Coach team members on communication, problem-solving, customer interactions, and conflict resolution.
• Build a high-performing team empowered to resolve issues proactively.
• Support talent development, performance management, and succession planning.

Skills

Customer service leadership

Problem solving

Change management

Cross-functional collaboration

Communication

Analytical thinking

Decision making

People leadership

Process improvement

Education

Bachelor's degree or equivalent

Management or supervisory certification

Tools

JDE

EDI

BI

WMS

MS Office

Job description

BIC World is seeking an experienced Customer Care Manager to lead a US-based team, delivering exceptional service while driving continuous improvement across order management, OTIF, and pricing integrity. You will partner with Sales, Supply Chain, Finance, Marketing, IT, and other functions to translate strategy into action and establish sustainable processes.

You will balance day-to-day operations with transformation initiatives, coach a high-performing team, and champion data-driven