Senior Manager Customer Care, Partner and Customer Service (Remote, U.S.)
At careerzynith, we're not just building a company – we're crafting a community that's passionate about delivering exceptional customer experiences. As a Senior Manager Customer Care, Partner and Customer Service, you'll be at the forefront of this mission, leading a dedicated team to resolve escalated customer service issues and manage executive escalations. If you're a seasoned leader with a knack for empowering partners and driving business growth, we want to hear from you.
**About careerzynith**
careerzynith is a dynamic and innovative company that's revolutionizing the way we interact with customers. With a strong commitment to customer satisfaction and a passion for delivering exceptional experiences, we're constantly pushing the boundaries of what's possible. Our team is made up of talented individuals who share a common goal: to make a meaningful impact on our customers' lives. As a Senior Manager Customer Care, Partner and Customer Service, you'll be part of a collaborative and supportive environment that encourages growth, innovation, and creativity.
**Responsibilities**
As a Senior Manager Customer Care, Partner and Customer Service, you'll be responsible for:
* **Modeling leadership behaviors grounded in careerzynith's Mission and Values**: Provide coaching and developmental opportunities to partners, empowering them to deliver exceptional service and drive business growth.
* **Managing, developing, and implementing new processes**: Address escalations and highly visible mentions, ensuring that our customers receive the highest level of service and support.
* **Providing customer care and executive escalations insights**: Offer messaging guidance and response recommendations across teams, ensuring that our customers receive consistent and effective support.
* **Partnering with public affairs, social marketing, risk, and legal**: Develop cohesive engagement tactics and crisis management guides, ensuring that our customers receive timely and effective support.
* **Supporting the enterprise social customer care strategy**: Monitor conversations across social media, identifying opportunities to engage with customers and drive business growth.
* **Performing research, listening, and performance analysis**: Inform strategies and storytelling insights through data, ensuring that our customers receive personalized and effective support.
* **Collaborating and establishing partnerships**: Work with support and business units to continuously innovate and redesign processes, ensuring that our customers receive the highest level of service and support.
**Requirements**
To be successful in this role, you'll need:
* **Bachelor's degree or significant relevant experience**: A strong foundation in business, customer service, or a related field.
* **Professional experience managing branded channels**: Proven experience managing multiple social media platforms and developing effective engagement strategies.
* **5+ years managing successful teams**: A track record of leading high-performing teams and driving business growth.
* **5+ years general business experience in large, matrixed organizations**: A deep understanding of business operations and the ability to navigate complex organizational structures.
* **5+ years leading cross-functional initiatives**: Proven experience leading initiatives that require collaboration and coordination across multiple teams and departments.
* **5+ years change management experience**: A strong understanding of change management principles and the ability to drive business growth through change.
* **Strong organizational planning, development, and business judgment**: A proven ability to develop and implement effective business strategies and drive business growth.
* **Demonstrated history of delivering innovative solutions**: A track record of developing and implementing innovative solutions that drive business growth.
* **Experience facilitating root cause analysis and driving solutions to complex problems**: A strong understanding of problem-solving principles and the ability to drive business growth through effective problem-solving.
* **Strong reporting skills with the ability to summarize data into MBR reports**: A proven ability to analyze data and develop effective reports that drive business growth.
**Nice-to-haves**
While not required, the following skills and experiences would be beneficial:
* **Strong awareness of emerging trends and analyzing data to provide actionable insights**: A deep understanding of emerging trends and the ability to analyze data to provide actionable insights.
* **Ability to apply knowledge of multidisciplinary business principles and practices**: A strong understanding of business principles and practices and the ability to apply them to achieve successful outcomes in cross-functional projects.
**Benefits**
As a Senior Manager Customer Care, Partner and Customer Service at careerzynith, you'll enjoy a range of benefits, including:
* **100% tuition coverage through careerzynith's College Achievement Plan**: A comprehensive education program that covers 100% of tuition costs for eligible employees.
* **Health coverage with a variety of plans to choose from**: A range of health insurance plans to suit your needs and budget.
* **Stock & savings programs like the equity reward program, Bean Stock**: A comprehensive stock and savings program that rewards employees for their hard work and dedication.
* **Flexible scheduling and opportunities for paid time off**: A flexible work schedule and paid time off to ensure that you have a healthy work-life balance.
**How to Apply**
If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and be part of a community that's shaping the future of customer care.
Apply for this job
**About careerzynith**
careerzynith is a dynamic and innovative company that's revolutionizing the way we interact with customers. With a strong commitment to customer satisfaction and a passion for delivering exceptional experiences, we're constantly pushing the boundaries of what's possible. Our team is made up of talented individuals who share a common goal: to make a meaningful impact on our customers' lives. As a Senior Manager Customer Care, Partner and Customer Service, you'll be part of a collaborative and supportive environment that encourages growth, innovation, and creativity.
**Responsibilities**
As a Senior Manager Customer Care, Partner and Customer Service, you'll be responsible for:
* **Modeling leadership behaviors grounded in careerzynith's Mission and Values**: Provide coaching and developmental opportunities to partners, empowering them to deliver exceptional service and drive business growth.
* **Managing, developing, and implementing new processes**: Address escalations and highly visible mentions, ensuring that our customers receive the highest level of service and support.
* **Providing customer care and executive escalations insights**: Offer messaging guidance and response recommendations across teams, ensuring that our customers receive consistent and effective support.
* **Partnering with public affairs, social marketing, risk, and legal**: Develop cohesive engagement tactics and crisis management guides, ensuring that our customers receive timely and effective support.
* **Supporting the enterprise social customer care strategy**: Monitor conversations across social media, identifying opportunities to engage with customers and drive business growth.
* **Performing research, listening, and performance analysis**: Inform strategies and storytelling insights through data, ensuring that our customers receive personalized and effective support.
* **Collaborating and establishing partnerships**: Work with support and business units to continuously innovate and redesign processes, ensuring that our customers receive the highest level of service and support.
**Requirements**
To be successful in this role, you'll need:
* **Bachelor's degree or significant relevant experience**: A strong foundation in business, customer service, or a related field.
* **Professional experience managing branded channels**: Proven experience managing multiple social media platforms and developing effective engagement strategies.
* **5+ years managing successful teams**: A track record of leading high-performing teams and driving business growth.
* **5+ years general business experience in large, matrixed organizations**: A deep understanding of business operations and the ability to navigate complex organizational structures.
* **5+ years leading cross-functional initiatives**: Proven experience leading initiatives that require collaboration and coordination across multiple teams and departments.
* **5+ years change management experience**: A strong understanding of change management principles and the ability to drive business growth through change.
* **Strong organizational planning, development, and business judgment**: A proven ability to develop and implement effective business strategies and drive business growth.
* **Demonstrated history of delivering innovative solutions**: A track record of developing and implementing innovative solutions that drive business growth.
* **Experience facilitating root cause analysis and driving solutions to complex problems**: A strong understanding of problem-solving principles and the ability to drive business growth through effective problem-solving.
* **Strong reporting skills with the ability to summarize data into MBR reports**: A proven ability to analyze data and develop effective reports that drive business growth.
**Nice-to-haves**
While not required, the following skills and experiences would be beneficial:
* **Strong awareness of emerging trends and analyzing data to provide actionable insights**: A deep understanding of emerging trends and the ability to analyze data to provide actionable insights.
* **Ability to apply knowledge of multidisciplinary business principles and practices**: A strong understanding of business principles and practices and the ability to apply them to achieve successful outcomes in cross-functional projects.
**Benefits**
As a Senior Manager Customer Care, Partner and Customer Service at careerzynith, you'll enjoy a range of benefits, including:
* **100% tuition coverage through careerzynith's College Achievement Plan**: A comprehensive education program that covers 100% of tuition costs for eligible employees.
* **Health coverage with a variety of plans to choose from**: A range of health insurance plans to suit your needs and budget.
* **Stock & savings programs like the equity reward program, Bean Stock**: A comprehensive stock and savings program that rewards employees for their hard work and dedication.
* **Flexible scheduling and opportunities for paid time off**: A flexible work schedule and paid time off to ensure that you have a healthy work-life balance.
**How to Apply**
If you're a seasoned leader with a passion for delivering exceptional customer experiences, we want to hear from you. Apply now to join our team and be part of a community that's shaping the future of customer care.
Apply for this job