Manager Customer Contact Center

Oak Solutions Group Inc.; Seattle (WA); On-site; USD 120,000 - 170,000; Full time

Job summary

Oak Solutions Group Inc. seeks a Senior Customer Service Manager to oversee a large contact center, guiding 100+ employees across front-line and back-office functions. You will lead, coach, and develop managers to foster a high-performing, customer-focused culture.

The role emphasizes hands-on leadership, process improvement, and talent development, with a focus on delivering exceptional service and maintaining strong cross-functional relationships across the organization.

Qualifications

• Bachelor's degree preferred.
• 10+ years of leadership experience within customer service, contact center, or operations environments.
• Proven ability to lead, coach, and develop large, high-performing teams.
• Strong communication and relationship-building skills with the ability to work effectively across all levels of an organization.
• A hands-on leader who enjoys improving processes, developing people, and delivering exceptional service.

Responsibilities

• Lead the daily operations of a large customer service organization, including front-line and back-office teams.
• Coach and develop managers, team leaders, and representatives to deliver outstanding customer experiences.
• Review operational reports and performance metrics to identify trends and drive continuous improvement.
• Recruit, retain, and motivate top talent while building a strong team culture.
• Manage employee performance, provide regular feedback, and support professional development.

Skills

Leadership experience

Customer service leadership

Operations management

Team coaching and development

KPIs and performance monitoring

Education

Bachelor's degree

Tools

CRM systems

Job description

This is a great opportunity for an experienced customer service leader to oversee a large contact center operation and help drive an exceptional customer experience. The role is responsible for leading a team of 100+ employees across both front-line customer service and back-office support functions, while developing managers and team leaders to build a high-performing, customer-focused culture.

The Senior Customer Service Manager will oversee day-to-day operations, monitor key performance metrics, identify opportunities for process improvement, and ensure service levels remain consistently high. This person will play a key role in hiring, coaching, developing, and retaining talent while fostering a positive and engaging work environment.

Key Responsibilities

• Lead the daily operations of a large customer service organization, including front-line and back-office teams.
• Coach and develop managers, team leaders, and representatives to deliver outstanding customer experiences.
• Review operational reports and performance metrics to identify trends and drive continuous improvement.
• Recruit, retain, and motivate top talent while building a strong team culture.
• Manage employee performance, provide regular feedback, and support professional development.

What They're Looking For

• Bachelor's degree preferred.
• 10+ years of leadership experience within customer service, contact center, or operations environments.
• Proven ability to lead, coach, and develop large, high-performing teams.
• Strong communication and relationship-building skills with the ability to work effectively across all levels of an organization.
• A hands-on leader who enjoys improving processes, developing people, and delivering exceptional service.