Senior Customer Service Manager  

About the Role

We are seeking a Senior Customer Service Manager to lead and elevate our multi program customer experience organization. This leader will oversee 10 Team Leads supporting more than 50 ecommerce and digitally native brands, with approximately 200 agents delivering service across voice, email, chat, SMS, and social channels.

This is a high impact leadership role responsible for operational excellence, KPI performance, partner satisfaction, and scalable growth. The ideal candidate combines strategic thinking with hands-on leadership and thrives in a fast paced, data driven environment.

Key Responsibilities

Organizational Leadership

• Directly manage and coach 10 Team Leads responsible for ~200 agents
• Build a high accountability culture focused on performance, ownership, and service excellence
• Develop leadership bench strength and succession planning across programs
• Drive consistent management standards across all teams

KPI Ownership and Performance Management

• Own performance outcomes across 50+ client programs
• Ensure achievement of SLAs and KPIs including CSAT, FCR, AHT, QA scores, response times, and productivity metrics
• Identify trends, risks, and performance gaps early and implement corrective action plans
• Standardize reporting and ensure visibility into program health at all levels

Client Experience and Partner Success

• Ensure service delivery aligns with each partner’s brand voice and expectations
• Proactively flag risks and collaborate with leadership on strategic solutions
• Support Team Leads in client communication when performance escalations arise
• Continuously improve the customer journey across ecommerce and DC brand programs

Operational Excellence

• Build scalable systems and workflows that support rapid program growth
• Improve workforce planning in collaboration with forecasting and scheduling
• Optimize quality assurance frameworks to maintain high service standards
• Partner with recruiting and training to ensure agents are equipped for success

Continuous Improvement and Innovation

• Leverage automation and AI tools to improve efficiency while maintaining quality
• Analyze performance data to drive smarter staffing, training, and process improvements
• Create playbooks and standardized best practices across all programs
• Champion a culture of experimentation, learning, and proactive problem solving

What Success Looks Like

• KPIs are consistently met or exceeded across the majority of programs
• Team Leads operate autonomously with strong accountability and clarity
• Client escalations decrease through proactive management
• Agent engagement and retention improve
• Systems and processes scale seamlessly as we grow

Schedule

• Monday - Friday, 6:00am - 3:00pm PST (can negotiate if needed)

Qualifications

• 7+ years of progressive leadership experience in customer service or contact center operations
• Experience managing managers and large distributed teams of 100+ agents
• Strong understanding of ecommerce and digitally native brand support environments
• Proven track record of consistently achieving KPIs across multiple programs
• Advanced analytical skills with the ability to translate data into action
• Experience working with CRM, helpdesk, QA, and workforce management platforms
• Exceptional communication, coaching, and conflict resolution skills