Senior Manager, Customer Success — On-Site Leader

Zenwork, Inc; Fayetteville (NC); On-site; USD 110,000 - 160,000; Full time

Job summary

Zenwork, Inc. in Fayetteville, AR is seeking a Senior Manager, Customer Success to lead our customer service operation.

This hands-on leader will coach staff, monitor performance, and address operational challenges in real time to ensure outstanding service. You will oversee staffing, performance reviews, and the adoption of AI-enabled tools to improve the customer experience, with a focus on coaching, accountability, and collaboration across departments.

Qualifications

• Five or more years of direct experience managing a team of customer service representatives in a call center environment.
• Experience managing supervisors, team leads, or other people managers.
• Demonstrated experience coaching employees, managing performance, and creating accountability within a customer service team.
• Experience establishing, monitoring and improving call center performance metrics.
• Experience with workforce planning, quality assurance, employee training, or process improvement.
• Strong leadership, communication, organizational, and problem-solving skills.
• Ability to analyze performance data and translate findings into practical actions.
• Ability to manage competing priorities in a fast-paced, high-volume environment.
• Sound judgment and the ability to handle sensitive employee and customer situations professionally.

Responsibilities

• Lead initiatives involving organizational growth, process redesign, AI, automation, customer experience, or call center technology.
• Lead, coach, and hold accountable frontline supervisors and team leads, while maintaining visibility and engagement with customer service representatives.
• Partner with Human Resources and other leaders to recruit, onboard, train, and retain high-performing employees.
• Promote a positive, data-driven and customer-focused workplace culture.
• Serve as a trusted leader during periods of organizational change by providing clear communication and maintaining employee engagement.

Job description

Zenwork, Inc. in Fayetteville, AR is seeking a Senior Manager, Customer Success to lead our customer service operation.

This hands-on leader will coach staff, monitor performance, and address operational challenges in real time to ensure outstanding service. You will oversee staffing, performance reviews, and the adoption of AI-enabled tools to improve the customer experience, with a focus on coaching, accountability, and collaboration across departments.