Inbound Customer Care, Manager

Elanco in; Indianapolis (IN); On-site; USD 75,000 - 110,000; Full time

Benefits offered by this job

Relocation packages

Shutdowns & PTO

Parental leave 8 weeks

Employee Resource Groups

Annual bonus

401K matching

Job summary

Elanco in the United States is seeking an Inbound Customer Care Manager to lead a team delivering gold-standard inbound support and driving operational excellence in order fulfillment and issue resolution.

This role partners with Operations, Sales, and Marketing to ensure seamless customer journeys, coaches performance, hires and develops staff, and maintains compliance while advancing continuous improvement and customer-first service.

Qualifications

• Bachelor's degree or 4 years equivalent experience in team leadership, operations management, or business process improvement.
• Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc).

Responsibilities

• Lead, mentor, and develop a team of customer care representatives fostering a high-performance, customer-centric culture.
• Monitor team performance, provide coaching, and ensure adherence to regulatory, quality, and compliance standards.
• Oversee efficient processing of all inbound customer communications and issue resolution.
• Serve as an escalation point for complex customer issues.
• Apply basic continuous improvement principles to identify and resolve daily operational bottlenecks within the work unit.
• Define, track, and analyze key performance indicators (KPIs) and productivity metrics to ensure the work unit meets or exceeds established internal performance targets.
• Identify and recommend tools or workflow enhancements that improve the daily efficiency of the customer care representatives.
• Actively participate as a member of P&VS and Customer Service leadership teams, supporting cross-functional initiatives.
• Collaborate with Operations, Sales, and Marketing to ensure seamless customer journeys and support product launches and other cross-functional initiatives as needed.
• Oversee allocated staff to ensure productivity targets are met while maintaining high quality and compliance standards. Includes recruiting, hiring, and onboarding new team members.

Skills

Team leadership

Operations management

Customer service

Process improvement

Analytical skills

Education

Bachelor's degree or equivalent

Tools

CRM software

Excel

Job description

Inbound Customer Care, Manager (Administrative)

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets. At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment. We believe that diversity is the driving force behind innovation, creativity, and overall business success. Here, you'll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals' lives better makes life better – join our team today!

Your Role: Inbound Customer Care, Manager

The Inbound Customer Care Manager is a pivotal leadership role for overseeing a team of customer care representatives. This position ensures the delivery of gold standard inbound customer support and exceptional customer experiences, driving operational excellence through process optimization, timely order fulfillment, effective issue resolution, and the leveraging of technology to maximize team productivity and service agility.

As a key liaison between Operations, Sales Leadership, and Marketing, the Manager fosters a culture of excellence, accountability, and proactive communication within and across teams. Responsibilities include providing supervision and oversight for all customer support activities, such as phone-based interactions and processing customer communications. A core aspect of this role involves coaching, performance management, and implementing robust personnel development initiatives for the Customer Care team.

Your Responsibilities:

• Lead, mentor, and develop a team of customer care representatives fostering a high-performance, customer-centric culture.
• Monitor team performance, provide coaching, and ensure adherence to regulatory, quality, and compliance standards.
• Oversee efficient processing of all inbound customer communications and issue resolution.
• Serve as an escalation point for complex customer issues.
• Apply basic continuous improvement principles to identify and resolve daily operational bottlenecks within the work unit.
• Define, track, and analyze key performance indicators (KPIs) and productivity metrics to ensure the work unit meets or exceeds established internal performance targets.
• Identify and recommend tools or workflow enhancements that improve the daily efficiency of the customer care representatives.
• Actively participate as a member of P&VS and Customer Service leadership teams, supporting cross-functional initiatives.
• Collaborate with Operations, Sales, and Marketing to ensure seamless customer journeys and support product launches and other cross-functional initiatives as needed.
• Oversee allocated staff to ensure productivity targets are met while maintaining high quality and compliance standards. Includes recruiting, hiring, and onboarding new team members.

What You Need to Succeed (minimum qualifications):

• Bachelor's degree or 4 years equivalent experience in team leadership, operations management, or business process improvement.
• Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc).

What will give you a competitive edge (preferred qualifications):

• Proven experience managing and leading a customer support team, including call queue oversight, hiring, onboarding, performance management, and team development, highly preferred.
• Demonstrated track record of improving operational efficiency and meeting productivity and performance targets.
• Experience with continuous improvement or project management methodologies preferred.
• Strong verbal and written communication skills with a customer-first mindset and effective conflict resolution skills.
• Excellent organizational, time management, and prioritization skills.
• Effective collaborator with proven ability to work across diverse business functions and with internal/external customers.
• Strong analytical and problem-solving skills, including root cause identification and solution implementation.
• Proficient with basic computer applications (Word, Excel, PowerPoint) and capable of learning new systems.
• Commitment to maintaining a culture of compliance and integrity.
• A high level of professionalism in all interactions.
• English required, but Spanish language skills are a positive attribute.

Additional Information:

Don't meet every single requirement?Studies have shown underrepresented groups are less likely to apply to jobs unless they meet every single qualification. At Elanco we are dedicated to building a diverse and inclusive work environment. If you think you might be a good fit for a role but don't necessarily meet every requirement, we encourage you to apply. You may be the right candidate for this role or other roles!

Elanco Benefits and Perks:

We offer a comprehensive benefits package focusing on financial, physical, and mental well-being while encouraging our employees to pursue our purpose! Some highlights include:

• Multiple relocation packages
• Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO)
• 8-week parental leave
• 9 Employee Resource Groups
• Annual bonus offering
• Up to 6% 401K matching

Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status

Elanco may use automated tools, including AI, to support parts of our recruitment process, such as reviewing applications against job‑related criteria and/or transferrable skills. These tools help ensure a consistent, structured evaluation, but they do not make hiring decisions. All decisions involve a human reviewer. For more information on how we handle personal data, please see our Elanco Workforce Privacy Notice.