Senior Manager, Omnichannel Customer Support Operations

Bob's Discount Furniture; Rhode Island; Hybrid; USD 100,000 - 125,000; Full time

Benefits offered by this job

Medical, Dental, and Vision Insurance

401(k) Profit Sharing Plan

Generous paid time off

Life Insurance options

Tuition reimbursement and professional

Employee Discount starting on Day 1

Job summary

Bob’s Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-site contact center operations across voice, chat, SMS, and email, using data and VOC insights to drive performance and improvements.

You will manage internal and third-party teams, develop leaders, and promote an engaging work environment focused on exceptional customer experiences. This role emphasizes strategic guidance and cross-functional impact.

Qualifications

• 8+ years of experience in Customer Support or a related customer service discipline.
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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 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

Contact Center Leadership

Data Analysis

Performance Management

Vendor & Partner Management

Leadership & Team Development

Strategic & Cross-FunctionalLeadership

Education

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

Job description

Bob’s Discount Furniture seeks a Customer Support Senior Manager (Operations) to lead multi-site contact center operations across voice, chat, SMS, and email, using data and VOC insights to drive performance and improvements.

You will manage internal and third-party teams, develop leaders, and promote an engaging work environment focused on exceptional customer experiences. This role emphasizes strategic guidance and cross-functional impact.