Senior Manager

Caliber Collision; United States; Hybrid; USD 90,000 - 130,000; Full time

Job summary

Caliber Collision is seeking a Senior Manager for the Customer Success team to drive exceptional service and operational consistency. You will lead, coach, and develop a distributed team, including remote teammates, to deliver outstanding customer experiences.

The role emphasizes process improvement, workforce management, and cross-functional collaboration with operations and strategic accounts to meet business goals. Travel may be required.

Qualifications

• Minimum 5 years of leadership experience.
• Minimum 5 years customer service/call center experience.
• Knowledgeable with workforce management and process improvement.
• Ability to travel as needed.
• Experience implementing large-scale initiatives through planning, collaboration and influence.

Responsibilities

• Model Caliber's values and culture.
• Lead, develop, and inspire teammates to achieve success.
• Maintain awareness with Contact Center leadership and colleagues.
• Oversee remote (WFH) teammates.
• Coach teammates and drive skill development.
• Plan quarterly staffing using workforce management.
• Collaborate cross-departmentally as a subject matter expert.
• Recruitment and retention of long-term staffing needs.
• Be the point of contact for operations and strategic accounts on urgent needs.

Skills

Leadership

Customer service

Call center

Travel flexibility

Workforce management

Process improvement

Change management

Job description

Service Center

CSCS TX

Job Summary

Our Customer Success Team is the first stop in creating an exceptional customer experience to earn lifetime promoters. You will work closely with internal and external partners to deliver operational consistency and inspire every teammate to reach their full potential. Ensuring processes, tools and continuous improvement training assist us in delivering the highest level of customer service.

Role and Responsibilities

• Demonstrate and model Caliber's values and organizational Culture and promote Caliber's standards and guidelines by personal example.
• Demonstrate a strong ability to lead, develop, and inspire others to achieve success
• Create and maintain a high level of awareness and accountability with Contact Center leadership including Supervisors, Trainer, Leads and customer facing teammates.
• Actively lead a team of Customer Success teammates and participate in the orientation and training of teammates.
• Oversight of Remote (WFH) Teammates
• Coach teammates for success through development of skills
• Quarterly workforce planning using Workforce management
• Team Builder, Subject Matter Expert and Chief collaborator with other CSCS Departments
• All long-term Staffing Needs; Recruiting and Retention
• Point of contact for Operations and Strategic Accounts on opportunities or help with any urgent needs they have
• Monitor and coach virtual team & lead engagement meetings
• Exhibit conduct of the highest ethical standards, integrity and honesty to prevent conflict between the interest of the Company and any personal interest.
• Maintain absolute confidentiality of all Company proprietary information which includes, but is not limited to, information about the Company's management, associates, accounts, methods of doing business, operations, marketing, and sales strategies.
• Develop and enhance own management and technical skills, as educational opportunities are available.
• Misc. projects as required

Qualifications and Education Requirements

• Minimum 2 years collision industry experience preferred
• Minimum 5 years customer service/call center experience
• Minimum 5 years of leadership experience
• Ability to Travel as needed
• Knowledgeable with workforce management and process improvement
• Ability to independently identify areas of opportunity and implement resolution strategies
• Experience implementing and communicating large-scale initiatives through planning, collaboration, and influence. Strong change management skills.

Caliber uses E-Verify to confirm the identity and employment eligibility of all new hires.

Must be eligible to work in the U.S. with no restrictions.