Experienced Senior Manager, Customer Success, Contact Center – Driving Customer Satisfaction and Operational Efficiency at careerzynith
We are seeking a seasoned and results-driven Senior Manager, Customer Success, to lead our Customer Resolution Team at careerzynith. As a vital member of our organization, you will play a crucial role in ensuring customer satisfaction by overseeing the resolution of customer issues and enhancing the overall customer experience. If you are a dynamic leader with a passion for delivering exceptional customer service, we encourage you to apply for this exciting opportunity.
About careerzynith
careerzynith is a leading organization in the industry, committed to delivering innovative solutions and exceptional customer experiences. Our company culture is built on four key behaviors: curious, empowered, inclusive, and agile. We believe in continuous learning, growth, and development, and we are dedicated to creating a work environment that values collaboration, individual contributions, and the delivery of quality results.
Key Responsibilities
As a Senior Manager, Customer Success, you will be responsible for leading our Customer Resolution Team, providing leadership and direction to our Customer Resolution associates to ensure effective resolution of customer issues. Your key responsibilities will include:
- Lead the Customer Resolution Team: Provide leadership and direction to our Customer Resolution associates to ensure effective resolution of customer issues.
- Upskill Associates: Develop and implement training programs to enhance the competencies of current associates and prepare them for additional responsibilities.
- Enhance Customer Value: Collaborate with COM's (Customer Operations Managers) to develop and deliver enhanced customer value bundles.
- Operational Efficiency: Oversee and ensure the efficiency and prioritization of customer resolution processes.
- Data-Backed Insights: Provide insights and recommendations based on data analysis to improve the overall customer experience.
- Day-to-Day Operations Oversight: Manage daily operations, including Sales support, MyCoke platform, The McDonald's Division (TMD), and Tradeshow support.
Qualifications
To be successful in this role, you will need to possess the following qualifications:
Minimum of 3-5 years of experience
in contact center operations and/or customer operations management.
Proven experience
in leading and managing teams.
Strong analytical and problem-solving skills
with a focus on process improvement.
Experience with implementing and managing technology-driven solutions
.
Excellent communication and interpersonal skills
.
Preferred Skills
While not required, the following skills are highly desirable:
Familiarity with customer contracts and service level agreements
.
Proficiency in using contact center software and tools
.
Working Conditions
This position may require occasional travel to various customer locations. You will also need to be flexible in working hours to oversee contact center operations across different time zones.
What We'll Do for You
As a Senior Manager, Customer Success, at careerzynith, you can expect:
A challenging and fulfilling role
at the heart of our global supply chain operations, complete with a competitive remuneration package.
Opportunities for professional development
in a company that encourages growth, innovation, and leadership.
A work environment
that values collaboration, individual contributions, and the delivery of quality results.
The resources and support
required to make substantial impacts, achieving both personal and professional milestones with us.
Skills
To succeed in this role, you will need to possess the following skills:
- Influencing: The ability to influence and motivate others to achieve common goals.
- Organization: The ability to prioritize tasks, manage multiple projects, and maintain a high level of organization.
Pay Range
The base pay offered for this role is $114,000 - $139,000, depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is also offered.
Annual Incentive Reference Value Percentage
The annual incentive reference value percentage for this role is 15, indicating performance at target.
Our Purpose and Growth Culture
At careerzynith, we are committed to creating a culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible, and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors: curious, empowered, inclusive, and agile, and value how we work as much as what we achieve.
Equal Opportunity Employer
careerzynith is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
Apply Now
If you believe you have what it takes to succeed in this role, submit your application without delay. We are keen to hear from talented candidates like you. Apply for this job