Found Description
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 e-commerce and digitally native brands, with approximately 200 agents delivering service across voice, email, chat, SMS, and social channels. This high‑impact leadership role is 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 stand...
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