OverviewCustomer Care Manager
(remote)
Provides leadership for Customer Care Center operations for the designated brand(s), driving a customer-first culture while delivering on service, sales, and operational performance goals.
Responsibilities
- Lead and develop direct and indirect reports (including our AI solutions) to drive a high-performing, customer-centric environment that delivers against service and sales objectives.
- Set clear expectations and ensure consistent coaching, accountability, and engagement practices across teams.
- Partner across the business to align programs, policies, and operational execution with broader company objectives.
- Analyze performance trends and implement actions to improve customer experience.
- Support the execution of operational processes, systems, and structural changes that strengthen service delivery.
- Collaborate with internal partners (HR, Technology, Network Operations, and business leaders) to meet operational and staffing needs.
- Maintain strong relationships with internal leaders and external partners to ensure all KPI targets are met or exceeded.
- Lead change initiatives that enhance team capability, engagement, and overall performance.
Qualifications
- Bachelor's degree or equivalent business experience.
- 5+ years of relevant leadership experience, preferably in contact center or customer operations environments.
- Demonstrated ability to lead through others, develop talent, and drive results at scale.
- Strong business acumen with the ability to translate data into action.
- Proven strength in communication, decision-making, and cross-functional collaboration.
- Experience implementing process improvements, new programs, and AI technologies.
- Proficient computer skills including MSWord, Excel, PowerPoint, customer service and point of sale systems, navigating multiple tabs/windows
- Requires access to reliable, high-speed internet connection and a quiet working area away from distractions
- Competencies - Embrace Accountability, Strategic Thinking, Customer Focus, Drive Execution, Collaborate Effectively, Cultivate Learning.
What You Get
Enjoy a rewarding career at Catalyst, where we offer a competitive benefits package, a vibrant work environment, and the opportunity to make a difference at one of America's most iconic brands.
- Benefits: Medical/dental/vision insurance starting on day one, term life insurance, paid vacation/holidays, 401(k) Savings Plan with company match, and a generous associate merchandise discount.
- Growth and Development: We are committed to helping our employees grow their careers and develop their skills. We offer a variety of training and development programs, as well as opportunities for advancement.
- Collaborative Culture: We believe in creating a workplace where everyone feels valued and respected. We encourage teamwork and collaboration, and we are always looking for ways to support our employees' success.
Pay RangeUSD $69,000.00 - USD $115,000.00 /Yr.
