Senior Manager, Customer Success & Team Growth

Caliber; Lewisville (TX); Hybrid; USD 85.000 - 120.000; Vollzeit

Zusammenfassung

Caliber is seeking a Customer Success Leader to guide a team across a Remote (WFH) environment and onsite operations. You will drive staffing, coaching, and process improvements to deliver exceptional customer experiences and align with Caliber’s values.

The role emphasizes leadership, collaboration with CSCS departments, and strategic accounts support, with a focus on workforce planning, training, and maintaining high ethical standards.

Qualifikationen

• Minimum 5 years customer service/call center experience
• Minimum 5 years of leadership experience
• Minimum 2 years collision industry experience preferred
• Ability to Travel as needed
• Knowledgeable with workforce management and process improvement

Aufgaben

• Demonstrate and model Caliber’s values and organizational culture and promote Caliber’s standards and guidelines by personal example.
• Demonstrate a strong ability to lead, develop, and inspire others to achieve success
• Create and maintain a high level of awareness and accountability with Contact Center leadership including Supervisors, Trainer, Leads and customer facing teammates
• Actively lead a team of Customer Success teammates and participate in the orientation and training of teammates
• Oversight of Remote (WFH) Teammates
• Coach teammates for success through development of skills
• Quarterly workforce planning using Workforce management
• Team Builder, Subject Matter Expert and Chief collaborator with other CSCS Departments
• All long-term Staffing Needs; Recruiting and Retention
• Point of contact for Operations and Strategic Accounts on opportunities or help with any urgent needs they have
• Monitor and coach virtual team & lead engagement meetings
• Exhibit conduct of the highest ethical standards, integrity and honesty to prevent conflict between the interest of the Company and any personal interest.
• Maintain absolute confidentiality of all Company proprietary information which includes, but is not limited to, information about the Company’s management, associates, accounts, methods of doing business, operations, marketing, and sales strategies.
• Develop and enhance own management and technical skills, as educational opportunities are available.
• Misc. projects as required

Jobbeschreibung

Caliber is seeking a Customer Success Leader to guide a team across a Remote (WFH) environment and onsite operations. You will drive staffing, coaching, and process improvements to deliver exceptional customer experiences and align with Caliber’s values.

The role emphasizes leadership, collaboration with CSCS departments, and strategic accounts support, with a focus on workforce planning, training, and maintaining high ethical standards.