Manager of Customer Service

Love's Travel Stops & Country Stores Inc.; Oklahoma City (OK); On-site; USD 70,000 - 110,000; Full time

Job summary

Love's Travel Stops & Country Stores Inc. is seeking a Manager of Customer Service to lead day-to-day operations and drive a superior customer experience.

This 24/7 leadership role oversees supervisors and a 50+ person team, focusing on hiring, performance management, engagement, development, and recognition. The role requires flexibility to support all shifts and meet business needs, with emphasis on accountability, data-driven decisions, and continuous improvement within a dynamic travel-stop

Qualifications

• 5+ years of Contact Center or Customer Service experience.
• 5+ years of experience managing large Customer Service teams.
• High school diploma required.

Responsibilities

• Lead day-to-day Customer Service operations to deliver strong customer experience and business results.
• Oversee 50+ employees including hiring, performance management, engagement, development and recognition.
• Manage staffing, scheduling, call flow, service levels, workload forecasting and capacity planning.

Skills

People leadership

Communication

Accountability

Problem solving

Ownership

Customer service

Multi-tasking

Tech adoption

Team development

Education

High school diploma

Tools

Microsoft Office

Job description

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Welcome to Love's! Our Customer Service team is seeking a people-first leader. The Manager of Customer Service is responsible for leading the day-to-day Customer Service operations while delivering a strong customer experience and achieving business results. This role leads supervisors and a team of 50+ employees, with responsibilities including hiring, performance management, engagement, development, and recognition. This is a 24/7 leadership position requiring flexibility to support all shifts and meet the needs of the business.

Job Functions:

• People Leader First – Builds trust, engages employees, and genuinely cares about people while creating an environment where employees want to perform, grow, and stay.
• Develops Leaders & Talent – Coaches and mentors supervisors, identifies potential, and intentionally develops future leaders and employees.
• Drives Accountability & Results – Sets clear expectations, addresses performance consistently and fairly, uses data to identify opportunities, and takes action to achieve business and customer service goals.
• Leads the Operation – Understands and manages the daily Customer Service operation, including staffing, scheduling, call flow, service levels, workload forecasting, capacity planning, and outbound activities.
• Communicates & Listens – Communicates clearly, keeps employees informed, and actively seeks to understand different perspectives.
• Improves the Business – Analyzes processes, identifies opportunities to improve efficiency and the customer experience, and partners with other leaders to ensure alignment.
• Leads Through Change – Embraces technology, AI, process improvements, and new solutions while helping employees understand and adapt to change.
• Takes Ownership – Solves problems, makes sound decisions, prioritizes competing objectives, and follows through without constant direction.
• Builds Strong Teams – Evaluates training and quality needs, supports employee development, ensures role expectations are met, and partners with Training and other support teams to improve performance.
• Thinks Beyond the Contact Center – Understands how people, customer experience, cost, technology, and performance connect to the broader Love’s business.
• Uses Data to Drive Decisions – Reviews performance trends, creates action plans, and uses findings to develop accurate reports, presentations, and recommendations for leadership.

Experience and Qualifications:

• High school diploma required
• 5+ years of Contact Center or Customer Service experience.
• 5+ years of experience managing large Customer Service teams

Skills:

• Strong people leadership, coaching, and relationship-building skills.
• Excellent communication, listening, and interpersonal skills.
• Strong accountability and performance management skills.
• Analytical and creative problem-solving abilities.
• Ability to think outside the box, make sound decisions, and take ownership.
• Strong customer service and business orientation.
• Ability to prioritize and manage multiple responsibilities in a fast-paced environment.
• Comfortable with technology, AI, and continuous improvement.
• Ability to communicate ideas effectively in both business and technical terms.
• Working knowledge of Microsoft Office and standard business systems.

Physical Demands:

• Requires prolonged sitting, some bending and stooping.
• Occasional lifting to 25 pounds.
• Manual dexterity sufficient to operate a computer keyboard and calculator.

Our Culture:

Fueling customers' journeys since 1964, innovation leads the way for this family-owned and operated business headquartered in Oklahoma City. With nearly 40,000 team members, travel stops are the core business along with products and services that provide value for professional drivers, fleets, traveling public, RVers, alternative energy and wholesale fuel customers. Giving back to communities and an inclusive workplace are hallmarks of the award-winning culture.

Love's is an Equal Opportunity Employer. Veterans encouraged to apply.