Senior Manager, Customer Success Center

Caliber Collision; Clifton (TX); On-site; USD 135,000 - 195,000; Full time

Job summary

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales and innovation for the CST Excellence program. You will lead a cross-functional team, set multi-year strategies, and collaborate with Field Operations and BPO partners to optimize performance and EBITDA growth.

Ideal candidates have a track record of leading global contact center operations, strong CRM/IVR experience, and proficiency with Zoom, AI, and WFM tools.

Qualifications

• Bachelor’s degree in business administration or related field; advanced degree or certifications preferred.
• Experience leading, building and expanding global contact center operations.
• Strong understanding of CRM, IVR, and omnichannel solutions.
• Familiarity with Zoom, AI in contact centers, and workforce management (WFM).
• Ability to manage multiple projects, align stakeholders, and deliver results in fast-paced environments.

Responsibilities

• Oversee operational execution, sales and innovation within Caliber Collision’s CST Excellence program.
• Lead and develop teams, fostering high performance and accountability.
• Perform quarterly workforce planning using Workforce Management (WFM).
• Manage staffing, recruiting, and retention to meet long-term needs.
• Collaborate with Field Operations and Strategic Accounts to drive improvements and EBITDA growth.
• Develop multi-year roadmap for contact center innovation and vendor performance management.
• Present operational results in client meetings and quarterly business reviews (QBRs).
• Ensure SLAs and pricing with BPO partners align with contractual obligations.

Skills

Leadership

Global operations

Stakeholder engagement

Project management

Communication

Education

Bachelor's degree in business administration or related field

Advanced degree or PMP/Six Sigma certification

Tools

Zoom

Observe AI

WFM

CRM systems

IVR platforms

Omnichannel tools

Job description

Service Center CSCS TX

The Senior Manager, Contact Center Operations , is responsible for overseeing operational execution, sales and innovation at Caliber Collision. Our CST Excellence is the first step 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.

Operational Execution

• Demonstrate a strong ability to lead, develop, and inspire others to achieve success

• Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates.

• Quarterly workforce planning using Workforce management

• All long-term Staffing Needs; Recruiting and Retention

• Partner with Field Operations and Strategic Accounts on improvement opportunities

• Develop multi-year strategy for Caliber ‘s Customer Success Team and share across organization

• Collaborate across business units to continue to innovate and deliver EBITDA growth

• Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards.

• Ability to lead and present operational results in Customer meetings and QBRs

BPO Management

• Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance.

• Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards.

• Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner.

Strategy & Project Delivery

• Develop multi-year roadmap for Contact Center innovation

• Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints.

• Collaborate with internal stakeholders to define project requirements, objectives, and success criteria.

• Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management.

Industry Experience

• Stay abreast of industry trends, best practices, and emerging technologies within the contact center space.

• Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation.

• Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement.

• Maintain relationships within industry to ensure best practices are implemented through

• Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery.

• Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty.

Qualifications:

• Bachelor’s degree in business administration, Contact Center Management or related field or industry experience. Advanced degree or certification(e.g., PMP, Six Sigma) preferred.

• Dallas highly preferred

• Some travel as required

• Proven track record of leading, building and expanding global contact center operations.

• Experience with Zoom. Observe AI and WFM highly preferred

• Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools.

• Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels.

• Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment.

• Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement.

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.