Senior Manager, Customer Care & Partner Experience

Job Highlights:

• Start Date: Immediate openings available
• Position: Senior Manager Customer Care, Partner And Customer Service
• Company: Workwarp, a leading player in the Coffee and Beverage Retail industry
• Compensation: Competitive salary and comprehensive benefits package
• Location: Remote work options available

Are you a customer-centric leader looking to drive exceptional service experiences? Do you have a passion for innovation and process improvement? We're seeking a seasoned Senior Manager to lead our Customer Care team and elevate our partner and customer experience.

Why Join Our Team?

• Competitive salary and comprehensive compensation package
• 100% tuition coverage through our 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

Job Responsibilities:

• Lead and support a high-performing team focused on resolving escalated customer service issues and managing executive escalations
• Develop and implement innovative 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 cross-functional teams to innovate and redesign processes for improved service delivery

Requirements:

• 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

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

We prioritize candidate privacy and champion equal-opportunity employment. If you're a motivated and customer-focused leader, please submit your application today.

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