Senior Manager, Customer Care Ops — Remote-Ready

Neumo; Alabama; Hybrid; USD 110,000 - 165,000; Full time

Job summary

Neumo is seeking a Sr. Manager, Customer Care Support in Alabama to lead cross-functional teams across multiple supervisor groups and product lines.

You will own service levels, drive process improvements, and represent Care in client interactions while supporting BU clients and citizens. The role requires 3–5+ years in contact center management with strong data-driven decision making, a focus on quality and accountability, and the ability to lead both on-site and remote teams in a dynamic

Qualifications

• 3–5+ years of progressive experience in contact center, customer care, or operations management.
• Ability to manage performance across multiple teams and work queues.
• Experience leading cross-functional initiatives with external stakeholders or clients.
• Strong analytical skills and ability to translate data into action.

Responsibilities

• Own service level outcomes across multiple supervisor teams and queues.
• Monitor performance trends and intervene when metrics indicate risk.
• Lead BU support teams, ensuring consistent service levels and client confidence.
• Coordinate with Workforce Management for real-time queue oversight and staffing.
• Escalate systemic trends to BU, Product, and Engineering for resolution.

Skills

People leadership

Communication

Analytical skills

Decision making

Client orientation

Tools

Amazon Connect

Salesforce Service Cloud

Job description

Neumo is seeking a Sr. Manager, Customer Care Support in Alabama to lead cross-functional teams across multiple supervisor groups and product lines.

You will own service levels, drive process improvements, and represent Care in client interactions while supporting BU clients and citizens. The role requires 3–5+ years in contact center management with strong data-driven decision making, a focus on quality and accountability, and the ability to lead both on-site and remote teams in a dynamic