senior manager customer care, Partner and Customer Service (Remote, U.S.)

Employer Industry: Coffee and Beverage Retail

Why Consider This Job Opportunity...
• Competitive salary and comprehensive compensation package
• 100% tuition coverage through the employer's 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

What To Expect (Job Responsibilities)
• Lead and support a team focused on resolving escalated customer service issues and managing executive escalations
• Develop and implement new 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 various business units to innovate and redesign processes for improved service delivery

What Is Required (Qualifications)
• 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

How To Stand Out (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

#CoffeeIndustry #CustomerService #LeadershipOpportunity #FlexibleWork #DiversityAndInclusion

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