The Manager, Customer Care is the accountable operational leader for California Closets’ centralized Customer Care function. This hands-on role leads the internal Central Support team and owns the operational relationship with the First Contact Call Center vendor, TLS. The Manager is responsible for day-to-day service performance, departmental KPIs, quality, lead-management operations, customer escalations, market support, operational risk, and continuous improvement.
The role maintains a strong working knowledge of contact-center workforce management principles to evaluate TLS forecasts, staffing and capacity recommendations, identify performance risks, and hold the vendor accountable for corrective action.
The Manager also serves as the business and operational owner for Customer Care Salesforce campaigns and lead-routing requirements. The role defines and validates operational requirements, coordinates setup and testing with appropriate technical partners, monitors routing performance, and remains accountable for business impact, escalation, communication and validation when issues occur.
Success requires equal strength in people leadership and operational management. This individual is expected to operate with minimal day-to-day direction, use data to identify root causes and recommendations, and drive issues through resolution even when execution requires support from TLS, Salesforce/Technology resources, Service Delivery or other business partners.
Pay - $95K or more depending on experience
Duties and Responsibilities
• Independently lead the day-to-day operation of the Central Support team, establishing priorities and ensuring business goals, service expectations and customer experience standards are met.
• Directly manage Customer Liaisons, Specialists and Team Leads responsible for consultation scheduling, technical support and back-office administration across supported communication channels.
• Own departmental performance and KPIs, including lead-management metrics, complaint and feedback handling, quality, team NPS and applicable contact-center service metrics; identify root causes and establish measurable corrective actions when results fall below expectations.
• Serve as the primary operational point of contact for markets supported by Customer Care. Prepare performance reporting, analyze trends, conduct regular business reviews and translate findings into clear recommendations, owners and follow-up actions.
• Lead hiring, onboarding, coaching, performance management, payroll administration, schedules and rosters for the internal Central Support team; build a culture of accountability, customer focus and continuous improvement.
• Manage the Quality Assurance program and provide guidance to the Quality Assurance Team Lead. Audit and monitor customer interactions, identify trends and ensure coaching and corrective actions are completed for internal and external teams.
• Lead customer escalations with sound judgment, customer focus and solution-oriented decision making.
• Partner with Service Delivery to develop and maintain departmental SOPs, training and operational documentation, and ensure consistent execution across Central Support and applicable vendor teams.
• Communicate recurring issues, trends, risks and key learnings to leadership and internal partners, including Marketing, Product, Service Delivery and Technology, and drive follow-through on agreed actions.
• Perform other duties aligned to the scope and accountability of the role.
Vendor Performance
• Own the day-to-day operational relationship with TLS, including service performance, quality, lead-management expectations, issue escalation, action-plan follow-through and adherence to agreed operating standards.
• Maintain a strong working knowledge of workforce-management principles, including forecasting, capacity planning, staffing, scheduling and intraday management, sufficient to evaluate vendor recommendations and performance.
• Review and challenge TLS forecasts, staffing and capacity plans; understand forecast-versus-actual performance and escalate material staffing or service-level risks.
• Hold TLS accountable for investigating performance gaps, presenting recovery plans and demonstrating sustained improvement. Ensure operational issues remain actively managed through resolution rather than relying solely on ticket creation or vendor escalation.
• Use vendor performance, quality and operational data to identify trends and recommend changes to processes, training, staffing assumptions or service-delivery practices.
Salesforce Campaign & Lead Routing Operations
• Own the business and operational requirements for Customer Care lead management and customer service campaigns, queues and lead-routing processes.
• Guide and coordinate campaign setup, routing changes, testing, launch readiness and post-launch validation with appropriate Salesforce/Technology partners and TLS.
• Maintain current documentation of campaign purpose, routing logic, operational dependencies, ownership and escalation paths.
• Monitor lead-routing and campaign performance for exceptions, failures or unintended outcomes that may affect customer response, lead handling or market performance.
• When campaign or routing issues occur, assess business impact, coordinate containment or interim procedures, engage the appropriate technical owner, communicate status to stakeholders, and validate operational recovery before closure.
• Provide operational input into Salesforce enhancements and process changes that affect Customer Care, lead management, routing or call-center workflows.
Operational Risk & Incident Management
• Identify and escalate material operational risks based on customer, lead, service, revenue or brand impact, developing and following established escalation protocols.
• Own business-side incident coordination through containment, technical or vendor escalation, operational workaround, validation and closure.
• Communicate issue scope, business impact, current status, ownership, interim actions and next steps to affected stakeholders and leadership.
• Lead or participate in post-incident reviews for material or recurring issues and ensure preventive actions, documentation, controls, testing or training are implemented.
• 7+ years of progressive customer care or contact-center experience, including demonstrated responsibility for contact-center operations and people leadership.
• Demonstrated experience managing outsourced contact-center or BPO relationships and holding partners accountable for service, quality and operational performance.
• Strong understanding of contact-center workforce-management principles and ability to evaluate forecasts, staffing plans, capacity recommendations and service-level performance; direct ownership of vendor agent scheduling is not required.
• Experience working with Salesforce or a comparable CRM in a lead-management, campaign, queue or routing environment. Ability to define business requirements, validate operational outcomes and partner effectively with technical resources.
• Thorough understanding of contact-center KPIs and performance drivers, with the ability to interpret operational data, identify root causes and turn findings into executable, measurable plans.
• Experience leading operational incidents or cross-functional escalations and maintaining accountability through resolution.
• Strong process-management and continuous-improvement capabilities, including development and maintenance of SOPs and operating controls.
• Excellent written and verbal communication with the ability to clearly communicate performance, risks, recommendations and decisions to team members, vendors, markets and leadership.
• Proven people leadership capability, including hiring, coaching, performance management and development of team members and leads.
• Strong working knowledge of contact-center and CRM technologies and the ability to distinguish operational issues from technical issues and engage the appropriate owner.
Key Success Characteristics
• Operational ownership: takes accountability for business outcomes and drives issues through resolution, even when another team or vendor performs the technical work.
• Analytical judgment: uses data to diagnose performance, challenge assumptions and make clear recommendations.
• Proactive communication: identifies and communicates material risks early, with impact, ownership and an action plan.
• Vendor leadership: establishes clear expectations and follows through on corrective actions and sustained performance.
• Process discipline: ensures campaign, routing, escalation and service processes are documented, tested and consistently executed.
• Customer focus: balances operational efficiency with the quality of the customer and market experience.
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