Customer Experience Leader — Ops Excellence & Insights

Christian Copyright Licensing International; Vancouver (WA); On-site; USD 90,000 - 105,000; Full time

Job summary

Christian Copyright Licensing International in Vancouver, WA is seeking a Customer Service Manager to lead and optimize operations for the CCLI Group. The role focuses on delivering a high-quality customer experience, driving efficiency, and developing a high-performing team.

You will oversee daily service delivery, licensing operations, and customer communications while collaborating with cross-functional teams to improve retention, loyalty, and revenue.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, or related field preferred.
• 7+ years of customer service experience.
• 3+ years in a management role.
• Experience leading remote team members.
• Strong leadership, coaching, and team-building skills.
• Excellent communication and conflict-resolution abilities.
• Strategic thinking with business and financial acumen.
• Data-driven decision-making and analytical mindset.

Responsibilities

• Lead, coach, and develop supervisors and frontline representatives, including recruitment, onboarding, training, succession planning, and leadership development.
• Oversee daily customer service operations and foster a customer-first culture across North America.
• Manage workforce planning, scheduling, and employee performance.
• Ensure timely, accurate, and professional responses to all interactions by phone and email.
• Oversee license applications, renewals, and payments processing.
• Manage escalation processes and resolve complex issues.
• Maintain and update the Customer Service Knowledge Base.
• Ensure compliance with policies and licensing systems; drive process improvements.
• Define, monitor, and report key performance indicators and provide insights to leadership.
• Collaborate with Marketing, Sales, Finance, Product to improve customer experience and revenue growth.
• Prepare and manage department budget and participate in leadership planning.

Skills

Leadership

Coaching

Team-building

Data-driven decisions

Analytical mindset

Strategic thinking

Excellent communication

Conflict resolution

Remote team leadership

Education

Bachelor’s degree in Business Admin/Communications/Management

Job description

Christian Copyright Licensing International in Vancouver, WA is seeking a Customer Service Manager to lead and optimize operations for the CCLI Group. The role focuses on delivering a high-quality customer experience, driving efficiency, and developing a high-performing team.

You will oversee daily service delivery, licensing operations, and customer communications while collaborating with cross-functional teams to improve retention, loyalty, and revenue.