Senior Manager, Customer Care — Lead & Elevate Teams

Stuller, Inc.; Lafayette (LA); Vor Ort; USD 120.000 - 160.000; Vollzeit

Zusammenfassung

Stuller, Inc. in Lafayette, LA, is seeking a Senior Manager of Customer Care to lead the leaders responsible for delivering exceptional service to jewelers globally.

You will guide teams, set expectations, and partner across the organization to turn insights into improvements, shaping people, processes, and systems to enhance customer experiences. You will use data and collaboration to drive change, empower managers, and balance customer, employee, and business needs while maintaining a culture

Qualifikationen

• Bachelor's degree in Business, Management, or a related field, or an equivalent combination of education and experience.
• 5+ years of progressive leadership experience, including direct experience leading managers or other people leaders.
• Experience leading teams within customer care, customer experience, contact center, operations, customer support, or a similar environment.
• Demonstrated experience improving processes, workflows, or operational performance.
• Strong analytical and problem-solving skills with the ability to turn data into action.
• Excellent written and verbal communication skills with the ability to effectively communicate across all levels of an organization.
• Demonstrated ability to lead through change and influence outcomes beyond your direct area of responsibility.
• Strong judgement, accountability, and follow-through.
• Ability to balance customer, employee, and business needs when making decisions.

Aufgaben

• Lead, coach, and develop teams, creating strong leaders who can independently lead their teams and deliver results.
• Establish clear expectations, accountability, and performance standards for leaders and their teams.
• Develop leadership capability through coaching, feedback, talent development, and succession planning.
• Identify opportunities to improve Customer Care processes, workflows, policies, and operating practices while looking through the lens of the broader organization.
• Lead cross-functional initiatives that improve efficiency, consistency, employee experience, and customer outcomes.
• Use operational data, customer feedback, and frontline insights to identify trends, uncover root causes, and drive meaningful improvements.
• Partner with Workforce Management and operational leaders to align staffing, capacity, service levels, and business needs.
• Monitor meaningful performance indicators and connect team activity to customer and business outcomes.

Kenntnisse

Leadership experience

Data analysis

Change management

Communication

Problem solving

Cross-functional collaboration

Ausbildung

Bachelor's degree in Business/Management or related field

Tools

Salesforce

Five9

Verint

CRM

Jobbeschreibung

Stuller, Inc. in Lafayette, LA, is seeking a Senior Manager of Customer Care to lead the leaders responsible for delivering exceptional service to jewelers globally.

You will guide teams, set expectations, and partner across the organization to turn insights into improvements, shaping people, processes, and systems to enhance customer experiences. You will use data and collaboration to drive change, empower managers, and balance customer, employee, and business needs while maintaining a culture