Apply on Employer Site

Confidential Company · 2 days ago

Senior Manager of Customer Service

Las Vegas, NV

Full-time

Hybrid

Senior Level

$95K/yr - $140K/yr

5+ years exp

Confidential Company is seeking a Senior Manager to oversee day-to-day client operations and drive service excellence across the department. This role involves leading a team, ensuring operational consistency, and enhancing client satisfaction and retention through effective coaching and process implementation.

Responsibilities

Lead, mentor, and develop frontline managers and supervisors through regular coaching and feedback

Conduct performance reviews and build development plans that encourage professional growth

Foster a high-performance, accountable team culture focused on client success

Oversee daily workflows to ensure timely and accurate client service delivery

Implement and maintain standard operating procedures and process improvements

Monitor team capacity and proactively manage workload distribution

Ensure service excellence across all client interactions

Resolve complex client escalations in partnership with team leaders

Support initiatives that drive client satisfaction, quality, and retention

Track and report key performance metrics such as SLAs, resolution rates, and client feedback

Analyze data to identify performance gaps and lead improvement efforts

Collaborate with leadership on dashboards and operational reporting

Partner with internal departments to streamline workflows and resolve bottlenecks

Participate in projects supporting new service offerings or system enhancements

Support recruitment, onboarding, and training efforts for new team members

Promote a collaborative and positive work environment

Identify recurring issues and recommend operational improvements

Assist in rolling out process changes and ensuring consistent team adoption

Ensure team compliance with organizational and client confidentiality standards

Model professionalism and accountability in all interactions

Qualification

Client service leadershipCoaching high-performing teamsOperational managementCRM systems (Salesforce)Problem-solving skillsBachelor’s degreeMaster’s degreeExperience in financial servicesCommunicationOrganizational skills