[Hiring] Customer Support Senior Manager @Bob's Discount Furniture

Role Description

The Customer Support Senior Manager (Operations) leads multiple contact center operations across voice, SMS, chat, email, and other customer support channels. This leader is accountable for performance management across internal teams and third-party partners across multiple sites and remote environments. The role uses data and Voice of Customer insights to identify root causes, improve productivity and service performance, and drive cross-functional initiatives. This leader also helps foster a positive, empowering work environment focused on team engagement and an exceptional customer experience.

Qualifications

• Minimum of 8 years of experience in Customer Support or a related customer service discipline.
• Demonstrated experience leading multi-channel contact center operations and managing performance across internal and/or third-party teams.
• Experience using operational data and KPIs to identify issues, drive improvements, and communicate performance.
• Strong leadership, coaching, communication, organizational, and cross-functional partnership skills.
• Bachelor's degree in business management, technology, marketing, or a related field.

Requirements

• Contact Center Operations Leadership: Lead multi-channel customer support operations and deliver against key performance indicators, including NPS, First Contact Resolution (FCR), and Average Handle Time (AHT).
• Data Analysis & Root-Cause Problem Solving: Analyze operational and customer contact data to identify trends and root causes, develop improvement strategies, and implement actions that reduce recurring issues.
• Performance Management: Establish clear expectations, manage scorecards, and use consistent KPI reviews and communications to improve performance and productivity across internal and third-party teams.
• Vendor & Partner Management: Build strong partnerships with third-party vendors and internal business partners, emphasizing accountability, collaboration, performance, and shared customer outcomes.
• Leadership & Team Development: Lead experienced professionals and/or subordinate managers, provide coaching and mentorship, manage staffing and compliance, and promote a highly engaged, empowering team culture.
• Strategic & Cross-Functional Leadership: Drive projects and initiatives that impact multiple areas of the organization and serve as a trusted subject matter expert on Customer Support best practices.

Benefits

• Competitive Medical, Dental, and Vision Insurance
• Generous paid time off, including vacation, personal days, sick leave, holidays, and your birthday!
• 401(k) Profit Sharing Plan with a generous company match
• Pet Insurance and employer-paid Life Insurance options
• Professional Development: Tuition reimbursement, on-demand learning, and career progression pathways
• Employee Discount starting on Day 1, plus exclusive partner discounts
• And so much more!