Global Senior Manager, Customer Care Leadership

Stuller, Inc.; Lafayette (LA); On-site; USD 120,000 - 160,000; Full time

Job summary

Stuller, Inc. seeks a Senior Manager of Customer Care to lead the leaders responsible for delivering exceptional service to jewelers worldwide.

This high-impact role strengthens people, processes, systems, and operations to ensure consistent customer experiences. You will guide teams, shape strategies, and drive improvements by leveraging data and frontline insights while partnering with workforce management and cross-functional leadership.

Qualifications

• Bachelor's degree in Business, Management, or related field.
• 5+ years of progressive leadership experience.
• Experience leading teams within customer care, customer experience, contact center, operations, customer support, or similar environment.
• Demonstrated experience improving processes, workflows, or operational performance.
• Strong analytical and problem-solving skills with the ability to turn data into action.
• Excellent written and verbal communication skills with the ability to communicate across all levels of an organization.
• Demonstrated ability to lead through change and influence outcomes beyond your direct area of responsibility.
• Strong judgment, accountability, and follow-through.
• Ability to balance customer, employee, and business needs when making decisions.

Responsibilities

• Lead, coach, and develop teams, creating strong leaders who can independently lead their teams and deliver results.
• Establish clear expectations, accountability, and performance standards for leaders and their teams.
• Develop leadership capability through coaching, feedback, talent development, and succession planning.
• Identify opportunities to improve Customer Care processes, workflows, policies, and operating practices while looking through the lens of the broader organization.
• Lead cross-functional initiatives that improve efficiency, consistency, employee experience, and customer outcomes.
• Use operational data, customer feedback, and frontline insights to identify trends, uncover root causes, and drive meaningful improvements.
• Partner with Workforce Management and operational leaders to align staffing, capacity, service levels, and business needs.
• Monitor meaningful performance indicators and connect team activity to customer and business outcomes.
• Maintain visibility across Customer Care channels, including phone, email, chat, social, and other customer touchpoints.
• Lead Customer Care through organizational changes, new technologies, process changes, and evolving customer expectations.
• Communicate the "why" behind change and equip leaders to successfully bring their teams along.
• Foster a culture of ownership, accountability, curiosity, collaboration, and continuous improvement.

Skills

Leadership

Customer care

Data analysis

Process improvement

Change management

Education

Bachelor's degree

Tools

Salesforce

Five9

Verint

CRM platforms

Job description

Stuller, Inc. seeks a Senior Manager of Customer Care to lead the leaders responsible for delivering exceptional service to jewelers worldwide.

This high-impact role strengthens people, processes, systems, and operations to ensure consistent customer experiences. You will guide teams, shape strategies, and drive improvements by leveraging data and frontline insights while partnering with workforce management and cross-functional leadership.