Senior Manager, Customer Care — AI-Driven Ops (Hybrid)

Vector Solutions; Bloomington (IN); Hybrid; USD 110,000 - 150,000; Full time

Benefits offered by this job

Matching 401(k)

Comprehensive benefits

Healthy work-life balance with flexi-"

Generous time off

Referral incentive program

Tuition Reimbursement Program

Pet Insurance

Gym/Wellness Discount

Calm Health-Employee Membership

Company social events

Employee Resource Groups

Philanthropic opportunities

Job summary

Vector Solutions is seeking a Sr Manager, Customer Care to lead a nine-member team across the United States and the Philippines, driving high-quality support and operational excellence. The role serves as a key escalation point and partners with Commercial, Education, Product, and Operations to improve the end-to-end customer experience.

The ideal candidate will have 6+ years in customer care operations, experience with regulated public-sector customers, and a proven ability to coach and

Qualifications

• 6+ years in customer care or operations roles.
• Ability to obtain and maintain federal security clearance.
• Experience leading care teams across multiple products.
• Experience with state/federal or regulated public-sector customers preferred.
• Ability to drive performance using service metrics and KPIs.
• Strong coaching and communication skills.
• Experience with globally distributed teams and matrix environments.
• Experience leveraging automation/AI to improve processes.

Responsibilities

• Lead the Customer Care team across multiple products and locations.
• Serve as the escalation point for complex issues and ensure timely resolution.
• Own performance against KPIs: call volume, response time, CSAT, ticket resolution.
• Monitor workload, trends, and capacity to ensure coverage and service levels.
• Coach via call monitoring to drive performance and quality.
• Set goals, expectations, and accountability for team members.
• Partner cross-functionally to resolve issues and improve the customer journey.
• Lead process improvements to increase efficiency and scale.
• Leverage data, automation, and AI to enhance workflows and coaching.
• Support new product releases with customer readiness and training coordination.
• Work with regulated/state-federal customers per contracts.

Skills

Customer Care Leadership

Team Management

KPI Management

Cross-functional Collaboration

AI/Automation Experience

Security Clearance (ability)

Job description

Vector Solutions is seeking a Sr Manager, Customer Care to lead a nine-member team across the United States and the Philippines, driving high-quality support and operational excellence. The role serves as a key escalation point and partners with Commercial, Education, Product, and Operations to improve the end-to-end customer experience.

The ideal candidate will have 6+ years in customer care operations, experience with regulated public-sector customers, and a proven ability to coach and