senior manager customer care, Partner and Customer Service (Remote, U.S.)
Employer Industry: Coffee and Beverage Retail
Why Consider This Job Opportunity...
?? Competitive salary and comprehensive compensation package
?? 100% tuition coverage through the employer's College Achievement Plan
?? Flexible scheduling with opportunities for paid time off
?? Hybrid work environment allowing remote work up to two days per week
?? Supportive benefits including health coverage and stock & savings programs
What To Expect (Job Responsibilities)
?? Lead and support a team focused on resolving escalated customer service issues and managing executive escalations
?? Develop and implement new processes to enhance customer care and crisis communications
?? Monitor social media conversations and address important mentions in real-time
?? Conduct research and performance analysis to inform customer engagement strategies
?? Collaborate with various business units to innovate and redesign processes for improved service delivery
What Is Required (Qualifications)
?? Bachelor's degree or significant relevant experience
?? Minimum of 5 years of experience managing successful teams
?? Minimum of 5 years of general business experience in large, matrixed organizations
?? Minimum of 5 years leading cross-functional initiatives and change management
?? Strong organizational planning and business judgment skills
How To Stand Out (Preferred Qualifications)
?? Professional experience managing branded channels across multiple social media platforms
?? Demonstrated history of delivering innovative solutions and facilitating root cause analysis
?? Strong reporting skills with the ability to summarize data into meaningful reports
?? Ability to influence future strategy through actionable insights
?? Consistent collaborator with experience inspiring cross-functional teams
#CoffeeIndustry #CustomerService #LeadershipOpportunity #FlexibleWork #DiversityAndInclusion
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