Senior Customer Success Leader | Remote Ops & Growth

Caliber Collision

Lewisville (TX)

On-site

USD 90,000 - 130,000

Full time

7 days ago

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Job summary

Caliber Collision in Lewisville, TX is seeking a Senior Manager to lead our Customer Success team and drive operational excellence across on-site and remote teammates. You will model Caliber’s values, partner with internal and external stakeholders, and ensure processes and training support exceptional customer service.

Travel may be required as needed. The role emphasizes workforce planning, staffing, and implementing large-scale initiatives through collaboration and influence while maintaining

Qualifications

Demonstrate leadership and inspire teammates to achieve success.
Strong experience in customer service/call center leadership.
Knowledge of workforce management and process improvement.
Willingness to travel as needed.
Ability to implement large-scale initiatives through planning and influence.

Responsibilities

Lead a team of Customer Success teammates and coach for success.
Oversee remote (WFH) teammates and coordinate with supervisors and leads.
Plan quarterly workforce needs using Workforce management.
Drive staffing, recruiting and retention for long-term needs.
Be the point of contact for Operations and Strategic Accounts for urgent needs.
Model Caliber's values and maintain confidentiality of proprietary information.

Skills

Leadership

Customer service

Team-building

Workforce management

Change management

Communication

Training & coaching

Job description

Travel may be required as needed. The role emphasizes workforce planning, staffing, and implementing large-scale initiatives through collaboration and influence while maintaining

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