Senior Manager, Multichannel Customer Support Operations

Bob's Discount Furniture; New York (NY); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical Insurance

Paid Time Off

401(k) Profit Sharing

Pet Insurance

Life Insurance

Professional Development

Employee Discount

Job summary

Bob's Discount Furniture is seeking a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations across voice, chat, email, and more. You will drive performance, coaching, and cross-functional initiatives to improve productivity and customer experience.

You will partner with internal teams and third-party vendors, analyze data and VOC insights, and set clear leadership expectations across multiple sites and remote environments.

Qualifications

• Minimum of 8 years of experience in Customer Support or a related customer service discipline.
• Experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams.
• Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance.
• Strong leadership, coaching, communication, organizational, and cross-functional partnership skills.
• Bachelor's degree in business management, technology, marketing, or a related field.

Responsibilities

• Analyze data to identify root causes, recommend and implement improvements, and reduce recurring customer support issues.
• Partner with internal teams and third-party business partners to provide insights from contact data and Voice of Customer (VOC) information.
• Define and manage reporting needs to provide clear performance visibility across voice, chat, SMS, email, and other channels.
• Communicate performance expectations across multi-site and remote operations and maintain effective performance scorecards.
• Drive day-to-day performance through consistent KPI reviews, coaching, communication, and follow-through.
• Lead assigned Customer Support operations and deliver against key performance indicators, including NPS, FCR, and AHT.
• Manage activities across multiple disciplines and oversee experienced professionals and/or subordinate managers and teams.
• Serve as a subject matter expert on Customer Support best practices and contribute strategic guidance to cross-functional teams.
• Manage staffing needs, support compliance expectations, and provide backup leadership support across Customer Support functions as needed.

Skills

Leadership

Data Analysis

Performance Management

Vendor Management

Team Development

Strategic Leadership

Education

Bachelor's degree in business management, technology, marketing, or a related field

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob's Discount Furniture is seeking a Customer Support Senior Manager (Operations) to lead multi-channel contact center operations across voice, chat, email, and more. You will drive performance, coaching, and cross-functional initiatives to improve productivity and customer experience.

You will partner with internal teams and third-party vendors, analyze data and VOC insights, and set clear leadership expectations across multiple sites and remote environments.