Senior Manager, Global Customer Care & Leadership

Stuller Inc; Lafayette (LA); On-site; USD 120,000 - 180,000; Full time

Benefits offered by this job

Wellness programs

Health benefits

Job summary

Stuller Inc. in Lafayette, LA, is seeking a Senior Manager of Customer Care to lead senior leaders delivering exceptional service to jewelers worldwide. You will guide staffing, training, and operations to balance structure and flexibility, using data and judgment to drive meaningful improvements.

You will develop managers, challenge the status quo, and create solutions benefiting customers and employees, while aligning with organizational goals and global customer experiences.

Qualifications

• 5+ years of progressive leadership experience, including direct experience leading managers or other people leaders.
• Experience leading teams within customer care, customer experience, contact center, operations, customer support, or a similar environment.
• Demonstrated experience improving processes, workflows, or operational performance.
• Strong analytical and problem-solving skills with the ability to turn data into action.
• Excellent written and verbal communication skills with the ability to effectively communicate across all levels of an organization.

Responsibilities

• Lead, coach, and develop teams, creating strong leaders who can independently lead their teams and deliver results.
• Establish clear expectations, accountability, and performance standards for leaders and their teams.
• Develop leadership capability through coaching, feedback, talent development, and succession planning.
• Identify opportunities to improve Customer Care processes, workflows, policies, and operating practices while looking through the lens of the broader organization.
• Lead cross-functional initiatives that improve efficiency, consistency, employee experience, and customer outcomes.
• Use operational data, customer feedback, and frontline insights to identify trends, uncover root causes, and drive meaningful improvements.
• Partner with Workforce Management and operational leaders to align staffing, capacity, service levels, and business needs.
• Monitor meaningful performance indicators and connect team activity to customer and business outcomes.
• Maintain visibility across Customer Care channels, including phone, email, chat, social, and other customer touchpoints.
• Lead Customer Care through organizational changes, new technologies, process changes, and evolving customer expectations.
• Communicate the "why" behind change and equip leaders to successfully bring their teams along.
• Foster a culture of ownership, accountability, curiosity, collaboration, and continuous improvement.

Skills

Leadership

People leadership

Customer care

Analytical thinking

Change management

Communication skills

Data-driven decision making

Education

Bachelor's degree in Business or related

Job description

Stuller Inc. in Lafayette, LA, is seeking a Senior Manager of Customer Care to lead senior leaders delivering exceptional service to jewelers worldwide. You will guide staffing, training, and operations to balance structure and flexibility, using data and judgment to drive meaningful improvements.

You will develop managers, challenge the status quo, and create solutions benefiting customers and employees, while aligning with organizational goals and global customer experiences.