Senior Manager, Multichannel Customer Support Ops

Bob's Discount Furniture; Trenton (NJ); Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical/Dental/Vision insurance

401(k) match

Job summary

Bob's Discount Furniture is seeking a Customer Support Senior Manager (Operations) to lead multi-site, multi-channel contact center operations across voice, chat, email, and SMS. This leader uses data and VOC insights to identify root causes, improve productivity, and drive cross-functional initiatives while fostering an empowering, engaging team culture.

The role emphasizes strategic leadership, KPI governance, and strong vendor partnerships to deliver an exceptional customer experience across

Qualifications

• 8+ years in Customer Support or related field.
• Experience leading multi-channel contact center operations and managing performance across internal and third-party teams.
• Proven ability to translate VOC data into actionable improvements and drive cross-functional initiatives.

Responsibilities

• Analyze data to identify root causes and implement improvements.
• Partner with internal teams and third-party partners to provide VOC insights.
• Define and manage reporting for voice, chat, SMS, email, and other channels.

Skills

Leadership

Multi-channel Ops

Data analysis

KPI management

Vendor relations

Cross-functional

Education

Bachelor's degree

Tools

Medallia

Zendesk

Calabrio

Cisco

Job description

Bob's Discount Furniture is seeking a Customer Support Senior Manager (Operations) to lead multi-site, multi-channel contact center operations across voice, chat, email, and SMS. This leader uses data and VOC insights to identify root causes, improve productivity, and drive cross-functional initiatives while fostering an empowering, engaging team culture.

The role emphasizes strategic leadership, KPI governance, and strong vendor partnerships to deliver an exceptional customer experience across