Senior Leader, Multichannel Customer Support & Ops

Bob's Discount Furniture; New Jersey; Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Paid time off

401(k) with match

Pet Insurance

Professional Development

Employee Discount

Job summary

Bob’s Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations, including voice, chat, SMS, and email. This role drives performance through data, VOC insights, and cross-functional collaboration across sites and remote environments.

The ideal leader brings deep experience in contact center operations, executive coaching, and vendor management to deliver an exceptional customer experience while building an empowered, high-performing

Qualifications

• 8+ years in customer support leadership.
• Experience leading multi-channel contact centers.
• Experience using KPIs to drive performance improvements.
• Bachelor’s degree in business, technology, marketing, or related field.
• Experience with Voice of Customer (VOC) data and insights.

Responsibilities

• Analyze data to identify root causes and drive improvements across channels.
• Partner with internal teams and third-party partners for insights and actions.
• Define and manage reporting to provide visibility across voice, chat, SMS, email, and other channels.
• Communicate performance expectations across multi-site and remote operations.
• Lead day-to-day performance with coaching and KPI reviews.
• Oversee customer support operations and ensure KPI targets (NPS, FCR, AHT) are met.
• Provide strategic guidance on customer support best practices.

Skills

Multichannel Leadership

VOC Insights

Performance Management

Vendor Management

Team Leadership

Cross-functional Leadership

Omnichannel Support

Digital Tools

Customer Focus

Education

Bachelor’s degree in business/tech/marketing

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob’s Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations, including voice, chat, SMS, and email. This role drives performance through data, VOC insights, and cross-functional collaboration across sites and remote environments.

The ideal leader brings deep experience in contact center operations, executive coaching, and vendor management to deliver an exceptional customer experience while building an empowered, high-performing