Caliber · 2 months ago
Senior Manager of Customer Success
Lewisville, TX
Full-time
Onsite
Senior Level, Lead/Staff, Director/ExecutiveCaliber Auto Glass is seeking a Senior Manager of Customer Success to lead and develop their Customer Success Team. The role involves strategic planning, operational execution, and collaboration across business units to enhance customer satisfaction and drive innovation in the Contact Center.
Automotive
Responsibilities
Demonstrate a strong ability to lead, develop, and inspire others to achieve success
Create and maintain a high level of awareness and accountability with Customer Success Team leadership including Supervisors, Trainer, Leads and Customer Facing teammates
Quarterly workforce planning using Workforce management
All long-term Staffing Needs; Recruiting and Retention
Partner with Glass Field Operations and Strategic Accounts on improvement opportunities
Develop multi-year strategy for Caliber Auto Glass Contact Center and share across organization
Collaborate across business units to continue to innovate and deliver EBITDA growth
Develop and maintain relationships with clients, customers and BPO Partners, ensuring alignment with organizational goals and standards
Ability to lead and present operational results in Customer meetings and QBRs
Ensure service level agreements (SLAs), and pricing structures with BPO to optimize value and performance
Conduct regular performance evaluations of BPO to ensure adherence to contractual obligations and service standards
Address and resolve any escalated issues or disputes with BPO in a timely and efficient manner
Develop multi-year roadmap for Contact Center innovation
Thought leader on contact center innovation projects from inception to completion, ensuring timely delivery within budgetary constraints
Collaborate with internal stakeholders to define project requirements, objectives, and success criteria
Communicate project updates, milestones, and outcomes to relevant stakeholders, including senior management
Stay abreast of industry trends, best practices, and emerging technologies within the contact center space
Utilize industry knowledge to identify opportunities for process improvements, efficiency gains, and innovation
Benchmark organizational performance against industry standards and competitors, recommending strategies for continuous improvement
Maintain relationships within industry to ensure best practices are implemented through
Utilize customer feedback, analytics, and insights to drive improvements in vendor performance and service delivery
Champion a customer-centric approach in customer management strategies to enhance overall customer satisfaction and loyalty
Qualification
Required
Bachelor's degree in business administration, Contact Center Management or related field or industry experience
Up to 25% travel as required
Proven track record of leading, building and expanding global contact center operations
Strong understanding of contact center technologies, including CRM systems, IVR platforms, and omnichannel communication tools
Excellent communication, negotiation, and interpersonal skills, with the ability to effectively engage with stakeholders at all levels
Demonstrated ability to manage multiple projects simultaneously, prioritize tasks, and meet deadlines in a fast-paced environment
Solid analytical and problem-solving skills, with a keen attention to detail and a focus on continuous improvement
Preferred
Advanced degree or certification(e.g., PMP, Six Sigma)
Experience with NICE CX One Platform and WFM – IEX
Company
Caliber
As one of the nation's largest auto repair providers, Caliber offers unlimited opportunities to drive your career forward.
Founded in 1997
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Judd Nystrom
Chief Financial Officer
Amanda Moore
Talent Acquisition Partner
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