Sr. Manager, Customer Service

Role Overview

Sr. Manager, Customer Service responsible for building customer service strategy and driving company goals. You will lead teams to deliver best-in-class B2B customer experience, improve financial performance, and increase employee engagement, while aligning customer service initiatives across the Fortune Brands organization.

Responsibilities

• Lead and manage remote Customer Service Managers and Associates across the US and Mexico
• Implement best operating practices to drive continuous improvement and service excellence
• Drive operational performance strategies covering:
  • Employee engagement
  • Change management
  • Succession planning
  • Talent management
• Manage department financial objectives:
  • estimate requirements, build annual budget, schedule expenditures, analyze variances, and initiate corrective actions
• Prepare and present regular reports on:
  • department performance
  • customer feedback
  • key metrics
• Use data to inform decision-making and customer service strategy
• Partner cross-functionally with Sales, Logistics, Distribution, Operations, and Marketing to support customer priorities
• Ensure efficient operations (staffing, scheduling, resource allocation)
• Monitor performance indicators including call and email management
• Drive customer service operations strategy, evolving call center best practices including tactics and technology
• Oversee training and ongoing development for customer service staff

Requirements

• Bachelor’s degree required
• 7–10 years of call center industry experience, including leadership experience
• Strong leadership, interpersonal, communication, and problem-solving skills
• Ability to plan and execute using analytics
• Awareness of customer service trends and technological advances
• Demonstrated knowledge of Microsoft Office
• Proficiency with call center software and CRM systems
• Knowledge of call, order, OCR, and workforce management systems

Nice-to-Haves

• Experience delivering workforce management and order/call management improvements using analytics and reporting