Customer Success Senior Manager - Remote Team Leader

Caliber Collision; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Caliber Collision is seeking a Senior Manager for the Customer Success team to drive exceptional service and operational consistency. You will lead, coach, and develop a distributed team, including remote teammates, to deliver outstanding customer experiences.

The role emphasizes process improvement, workforce management, and cross-functional collaboration with operations and strategic accounts to meet business goals. Travel may be required.

Qualifications

• Minimum 5 years of leadership experience.
• Minimum 5 years customer service/call center experience.
• Knowledgeable with workforce management and process improvement.
• Ability to travel as needed.
• Experience implementing large-scale initiatives through planning, collaboration and influence.

Responsibilities

• Model Caliber's values and culture.
• Lead, develop, and inspire teammates to achieve success.
• Maintain awareness with Contact Center leadership and colleagues.
• Oversee remote (WFH) teammates.
• Coach teammates and drive skill development.
• Plan quarterly staffing using workforce management.
• Collaborate cross-departmentally as a subject matter expert.
• Recruitment and retention of long-term staffing needs.
• Be the point of contact for operations and strategic accounts on urgent needs.

Skills

Leadership

Customer service

Call center

Travel flexibility

Workforce management

Process improvement

Change management

Job description

Caliber Collision is seeking a Senior Manager for the Customer Success team to drive exceptional service and operational consistency. You will lead, coach, and develop a distributed team, including remote teammates, to deliver outstanding customer experiences.

The role emphasizes process improvement, workforce management, and cross-functional collaboration with operations and strategic accounts to meet business goals. Travel may be required.