Remote Senior CS Leader — Strategy & Escalations

Stanley Black & Decker, Inc.; Danbury (CT); Remote; USD 105,000 - 169,000; Full time

Benefits offered by this job

Tool discounts

Benefits package

Employee Stock Purchase Plan

Job summary

Stanley Black & Decker, Inc. is seeking a Senior Customer Service Manager to lead a remote, high-impact team and drive strategic customer service initiatives. The role emphasizes cross-functional collaboration, process improvement, and strong leadership.

The position offers remote work with up to 25% travel, a comprehensive benefits package, and opportunities to influence end-to-end service delivery across global brands.

Qualifications

• Bachelor’s degree or higher in a related field.
• Strong leadership experience in customer service or operations.
• Experience with service metrics and escalation management.
• Cross-functional collaboration across sales, operations, and IT.
• Experience with ERP/CRM technologies.

Responsibilities

• Lead and develop customer service managers to achieve service excellence.
• Define and implement customer service strategies, policies, and procedures to improve satisfaction and efficiency.
• Monitor KPIs such as response time, resolution time, CSAT, service level, and quality scores.
• Manage complex customer escalations and ensure timely resolution.
• Partner cross-functionally with sales, operations, supply chain, quality, IT, and other functions to address issues.
• Drive continuous improvement to streamline workflows and reduce service gaps.
• Oversee workforce planning, staffing, training, and coaching.
• Prepare and present service performance reports to senior leadership.

Skills

Leadership

Cross-functional

Communication

Analytics

ERP/CRM

Education

Bachelor’s degree in Business, Operations, Supply Chain, Communications, or a related field

Tools

ERP systems

CRM systems

Job description

Stanley Black & Decker, Inc. is seeking a Senior Customer Service Manager to lead a remote, high-impact team and drive strategic customer service initiatives. The role emphasizes cross-functional collaboration, process improvement, and strong leadership.

The position offers remote work with up to 25% travel, a comprehensive benefits package, and opportunities to influence end-to-end service delivery across global brands.