Oldcastle BuildingEnvelope · 3 weeks ago
Online Customer Care Manager (CRL)
Los Angeles, CA
Full-time
Onsite
Entry, Mid Level
2+ years expOldcastle Building Envelope (OBE) is a leading company in architectural glass and building products. As the Online Customer Care Manager, you will lead a high-performance team focused on converting customer quotes into orders while ensuring best-in-class service across multiple regions.
Building MaterialInterior DesignManufacturing
Responsibilities
Lead, coach, and develop a team of customer service supervisors and representatives
Monitor and analyze service metrics (e.g., CSAT, NPS, response times) to identify trends and implement improvements
Ensure consistent service delivery aligned with company standards and customer expectations
Collaborate with cross-functional teams (Sales, Operations, Logistics, etc.) to resolve escalated issues and improve the end-to-end customer experience
Develop and implement regional service strategies that support business goals and customer satisfaction
Assess performance, provide training, and ensure compliance with policies and procedures
Manage staffing levels, scheduling, and resource allocation to meet service demands
Lead initiatives to streamline processes, reduce costs, and enhance service quality
Qualification
Required
A minimum of 2-3 years previous customer service experience or equivalent; glass industry preferred
High School Diploma or equivalent; Associates/Bachelor's Degree preferred
Proficiency in CRM systems and customer service software (e.g. SAP, 8x8 Work, etc)
Exceptional communication, problem-solving, and conflict management skills
Agile mindset with the ability to adapt processes to meet volume demands and business priorities
Results-driven leadership style focused on improving service quality and customer engagement
Preferred
glass industry preferred
Associates/Bachelor's Degree preferred
Benefits
Benefits that benefit you – industry competitive benefits at the lowest cost to the employee
Work-life balance – PTO and holidays, including floating holidays you can choose
Compensation that rewards your hard work – A pay-for-performance culture with potential for annual raises and bonuses
Training – We will equip you with the knowledge and skills you need to succeed
Company
Oldcastle BuildingEnvelope
Oldcastle BuildingEnvelope is a manufacturer of curtain walls, architectural glass, shower enclosures, glazing hardware, and railings.
5001-10000 employees
Funding
Current Stage
Late StageTotal Funding
unknown2022-02-28Acquired
Leadership Team
Michael Marcely
Chief Financial Officer
Becky Chambers
IT Manager, Business Partner AG&M
Recent News
2025-09-22
Company data provided by crunchbase