Senior Manager, Customer Success Center

Caliber; Lewisville (TX); On-site; USD 140,000 - 190,000; Full time

Job summary

Caliber Collision is seeking a Senior Manager, Contact Center Operations to oversee operational execution, sales, and innovation. You will work closely with internal and external partners to deliver consistency and inspire every teammate to reach their full potential.

Responsibilities include leading multi-year strategies for Caliber’s Customer Success Team, managing BPO performance, and driving EBITDA growth through industry-leading contact center practices.

Qualifications

• Bachelor’s degree in business administration, Contact Center Management or related field; advanced degree preferred.
• Proven leadership experience in global contact center operations.
• Experience with Zoom; AI observation and WFM highly preferred.
• Strong understanding of CRM, IVR and omnichannel tools; exceptional communication skills.

Responsibilities

• Lead and inspire teams to achieve operational success.
• Manage SLA performance and vendor relationships with BPO partners.
• Develop multi-year roadmaps for contact center innovation and EBITDA growth.
• Collaborate with internal stakeholders to define project requirements and success criteria.
• Present operational results in customer meetings and QBRs; monitor industry trends.

Skills

Leadership

Project management

Analytical thinking

Communication

Stakeholder engagement

Operational excellence

Education

Bachelor's degree in business administration or related field

Advanced degree or certification (PMP, Six Sigma) preferred

Tools

Zoom

CRM systems

IVR platforms

WFM (Workforce Management)

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.