Customer Service Manager/CRM Contract Manager

Ohio Lottery Commission; Cleveland (OH); On-site; USD 52,000 - 59,000; Full time

Job summary

The Ohio Lottery Commission is seeking a Customer Service Manager/CRM Contract Manager to lead the Customer Service Center operations, supervise staff, and drive process improvements. The role focuses on CRM system contract management, vendor performance monitoring and ensuring alignment with service levels and contractual obligations.

As liaison to the CRM vendor and agency users, you will coordinate enhancements, testing and deployments while maintaining high standards of customer service in a

Qualifications

• 5 years training or 5 years experience in business administration, management or public administration.
• Undergraduate core program in business administration, management or public administration; 36 months training or 36 months experience in supervisory, administrative &/or managerial position.
• Undergraduate core program for academic field of study commensurate with program area; 36 months training or 36 months experience in supervisory, administrative, managerial &/or staff position.
• 1 year experience as Program Administrator 2, 63123.
• Equivalent of Minimum Class Qualifications For Employment noted above.

Responsibilities

• Manages the daily operations of the Customer Service Center ensuring efficient, professional and consistent customer service.
• Supervises Customer Service Center staff. Plans, directs, and manages work assignments and work progress. Provides direction, evaluates staff, identifies staff training needs, coaches and trains staff.
• Develops and maintains Customer Service Center procedures and processes to improve customer service, productivity, response times and overall effectiveness.
• Ensures customer service provided complies with Ohio Lottery Commission Customer Service Standards.
• Monitors Customer Service Center performance and operational metrics, identifying trends, service issues and opportunities for improvement.
• Serves as the agency Customer Relationship Management system (CRM) subject matter expert.
• Analyzes and evaluates CRM functionality and business processes and recommends improvements to enhance customer service, employee efficiency, reporting and system utilization.
• Participates in strategic planning and process improvement initiatives involving the Customer Service Center and CRM.
• Serves as CRM System Contract Manager.
• Manages the CRM system contract.
• Enforces all components of contract.
• Develops contract monitoring plans.
• Establishes vendor performance measures and requirements. Ensures vendor is meeting service level agreements. Holds vendor accountable and ensures vendor performs according to expectations. Ensures compliance with contractual requirements and deliverables. Monitors vendor performance and contractual obligations including service levels, system availability, issue resolution, project milestones and deliverables.
• Demonstrates deep understanding of and remains up-to-date with contract.
• Serves as primary agency liaison to CRM system vendor for entire agency. Coordinates the identification, documentation and resolution of vendor and CRM-related issues and escalates critical issues to senior leadership and vendor representatives when necessary. Coordinates communications with vendor. Facilitates ongoing business needs with vendor. Collaborates with vendor and agency stakeholders to coordinate CRM system enhancements, upgrades, configuration changes and implementation of new functionality. Participates in user acceptance testing.
• Serves as CRM liaison to agency users, Regional Sales Offices and other Ohio Lottery Offices. Ensures proper CRM implementation and usage by users. Facilitates communications between CRM vendor, Customer Service Center, IT staff and other Ohio Lottery Offices to ensure system functionally aligns with operational needs. Answers questions and resolves issues. Trains users.
• Performs other duties and works on special projects as directed.

Skills

Program Management

Computer Literacy

Customer Service

Management

Customer Focus

Leading Others

Responsiveness

Education

5 years training or 5 years experience in business administration, management or public administration

Undergraduate core program in business administration, management or public administration; 36 months training or 36 months experience in supervisory, administrative &/or managerial position

Undergraduate core program for academic field of study commensurate with program area; 36 months training or 36 months experience in supervisory, administrative, managerial &/or staff position

1 year experience as Program Administrator 2, 63123

Equivalent of Minimum Class Qualifications For Employment noted above

Job description

What You\'ll Do

Responsibilities of the Customer Service Manager/CRM Contract Manager position include but are not limited to:

• Manages the daily operations of the Customer Service Center ensuring efficient, professional and consistent customer service.
• Supervises Customer Service Center staff. Plans, directs, and manages work assignments and work progress. Provides direction, evaluates staff, identifies staff training needs, coaches and trains staff.
• Develops and maintains Customer Service Center procedures and processes to improve customer service, productivity, response times and overall effectiveness.
• Ensures customer service provided complies with Ohio Lottery Commission Customer Service Standards.
• Monitors Customer Service Center performance and operational metrics, identifying trends, service issues and opportunities for improvement.
• Serves as the agency Customer Relationship Management system (CRM) subject matter expert.
• Analyzes and evaluates CRM functionality and business processes and recommends improvements to enhance customer service, employee efficiency, reporting and system utilization.
• Participates in strategic planning and process improvement initiatives involving the Customer Service Center and CRM.
• Serves as CRM System Contract Manager.
• Manages the CRM system contract.
• Enforces all components of contract.
• Develops contract monitoring plans.
• Establishes vendor performance measures and requirements. Ensures vendor is meeting service level agreements. Holds vendor accountable and ensures vendor performs according to expectations. Ensures compliance with contractual requirements and deliverables. Monitors vendor performance and contractual obligations including service levels, system availability, issue resolution, project milestones and deliverables.
• Demonstrates deep understanding of and remains up-to-date with contract.
• Serves as primary agency liaison to CRM system vendor for entire agency. Coordinates the identification, documentation and resolution of vendor and CRM-related issues and escalates critical issues to senior leadership and vendor representatives when necessary. Coordinates communications with vendor. Facilitates ongoing business needs with vendor. Collaborates with vendor and agency stakeholders to coordinate CRM system enhancements, upgrades, configuration changes and implementation of new functionality. Participates in user acceptance testing.
• Serves as CRM liaison to agency users, Regional Sales Offices and other Ohio Lottery Offices. Ensures proper CRM implementation and usage by users. Facilitates communications between CRM vendor, Customer Service Center, IT staff and other Ohio Lottery Offices to ensure system functionally aligns with operational needs. Answers questions and resolves issues. Trains users.
• Performs other duties and works on special projects as directed.

Official State of Ohio Classification: Program Administrator 3 (63124)

5 years training or 5 years experience in business administration, management or public administration.

• Or completion of undergraduate core program in business administration, management or public administration; 36 months training or 36 months experience in supervisory, administrative &/or managerial position.
• Or completion of undergraduate core program for academic field of study commensurate with program area to be assigned per approved Position Description on File; 36 months training or 36 months experience in supervisory, administrative, managerial &/or staff position involving planning, research &/or policy/procedure development.
• Or 1 year experience as Program Administrator 2, 63123.
• Or equivalent of Minimum Class Qualifications For Employment noted above.

Job Skills: Program Management, Computer Literacy, Customer Service, Management, Customer Focus, Leading Others, Responsiveness

Agency Contact Name and Information

Ohio Lottery Commission Office of Human Resources: [e-mail]

Unposting Date

Sep 8, 2026, 11:59:00 PM

Work Location

Lausche Building

Primary Location

United States of America-OHIO-Cuyahoga County-Cleveland

Compensation

$40.40/hour

Schedule

Full-time

Work Hours

MONDAY-FRIDAY; 8:00AM-5:00PM

Classified Indicator

Classified

Union

Exempt from Union

Agency Overview

The Ohio Lottery Commission is an exciting organization offering career opportunities across many different business functions. For more than 50 years, the Ohio Lottery has been building an amazing organization committed to growth and giving back – and having fun while doing it. Our mission is: Supporting education by offering entertaining gaming experiences. Our vision is: Investing in Ohio’s students and communities through gaming innovation.

We are looking for smart, passionate and creative people to join our team and help us achieve our mission. We embrace challenge, foster an inclusive culture, and value integrity, innovation and winning.