Mgr, Customer Care

📋 Description

• Manage daily contact center operations; adjust in real time to hit SLAs.
• Track and report on KPIs and operational metrics.
• Direct and develop Supervisors to hit targets and support business goals.
• Partner with department heads to improve experience and close gaps.
• Drive cross-functional initiatives from scoping to execution; optimize workflows.
• Own escalations; deliver fast resolutions and prevent recurrence.

🎯 Requirements

• Bachelor’s degree or equivalent required; graduate degree preferred.
• Proven leadership in high-volume customer experience or contact centers.
• Experience leading cross-functional projects with matrixed teams.
• Healthcare or biotech experience strongly preferred.
• Strong data analysis skills; Excel modeling proficiency required.
• Direct, concise written and verbal communication; de-escalation and root cause analysis.

🎁 Benefits

• Competitive benefits package including medical, dental, vision, life and disability.
• Free testing for employees and immediate family; fertility care benefits.
• Pregnancy and bonding leave; 401k benefits.
• Commuter benefits and other perks.
• Generous employee referral program.
• Opportunities for learning and career growth.