Customer Service Manager

Job Description:

About the role:

The Customer Service Manager is responsible for the day-to-day planning, measurement, and execution of customer service operations for the I66 EMP. This role manages a layered service model consisting of supervisors, team leads and assigned groups of third-party vendor agents who support inbound customer calls, outbound customer contact efforts, payment-related inquiries, case management, dispute resolution, and customer experience support. The manager is accountable for driving performance through supervisors, ensuring team leads and agents meet established expectations, and maintaining consistency across vendor-supported and multi-site operations. This role requires regular review and request of operational data to identify trends, address service gaps, support informed decision-making, and sustain continued operational success.

Key Responsibilities:

• Develop and execute a strategic, scalable customer service approach aligned with enterprise-wide operational goals, long-term business objectives, and the customer experience strategy
• Manage and foster a climate for superior customer service; responsible for customer satisfaction, and quality management
• Build and manage cross-functional stakeholder relationships to proactively resolve issues, optimize service delivery, drive operational efficiencies, and champion the customer experience
• Lead and independently manage customer service operations through supervisors who oversee team leads and assigned groups of third-party vendor agents across a layered, multi-site service model
• Provide vendor governance and stakeholder management oversight to ensure contracted agents meet performance, staffing, quality, customer experience, compliance, and service delivery expectations
• Oversee multi-site customer service performance and scalable operating practices to promote consistent procedures, communication, coaching, compliance, and customer handling across all assigned locations
• Monitor inbound call performance as the primary operational KPI, including call volume, service level, answer rate, abandon rate, average speed of answer, handle time, quality, and overall customer experience
• Ensure outbound call efforts are planned, tracked, and executed for customers with outstanding balances, with focus on customer contact, productivity, payment resolution, and compliance with approved procedures
• Provide and ensure effective and long-term problem resolution to items escalated within the department
• Create and measure service standards and key performance metrics for customer interactions
• Request, review, and analyze operational reporting to identify trends, risks, staffing needs, coaching opportunities, budget impacts, and process optimization opportunities
• Hold supervisors accountable for team performance through routine KPI reviews, coaching follow-up, mentoring, action plans, and documented progress toward operational and customer experience goals
• Develop and maintain job succession planning strategies to support leadership continuity, employee development, workforce readiness, and long-term departmental stability
• Manage staffing responsibilities to ensure teams have sufficient agents and employees available to support call volumes, maintain service levels, and meet contractual obligation goals
• Manage the departmental budget, monitor budget performance, identify cost drivers, and provide operational insights to support informed financial planning and resource allocation
• Provide performance, staffing, and operational insights that help identify revenue opportunities, reduce service gaps, and support achievement of departmental and concession revenue targets
• Track all customer questions, concerns, and complaints
• Architect, implement, and maintain procedures, frameworks, and governance controls that support the effective, compliant, and efficient operation of the Customer Service Department
• Serve as an escalation point for issues that impact the customer's experience
• Partner cross-functionally with Training and Quality to monitor programs, governance controls, and procedures to ensure compliance with the Comprehensive Agreement (CA)
• Provide feedback to the Director regarding service failures and/or customer concerns
• Spearhead special projects, service transformation initiatives, and customer-facing improvements that require cross-functional coordination, attention to detail, and measurable operational impact
• Perform other job-related tasks as necessary

Qualifications:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required to fulfill those duties.

Education & Experience:

• Bachelor's degree in communications or business preferred; or experience equivalent
• 7- 10+ years' experience managing Call Center - Customer Relations staff
• Experience managing outsourced, vendor-supported, or multi-site contact center operations preferred
• Strong understanding of contact center KPIs, including service level, abandon rate, average speed of answer, handle time, quality, productivity, and customer experience metrics
• Demonstrated ability to use operational data and reporting to make informed decisions, improve performance, and hold teams accountable
• Bilingual (English & Spanish) is a plus

Professional Qualities:

• Effectively manage tasks and strict deadlines
• Solid organizational ability, attention to detail, sense of urgency, and strong customer service skills
• Ability to interact with colleagues in a self-managed team structure
• Ability to interact with external parties and vendors with confidence and clarity as a representative of the organization
• Superior writing and verbal communication skills
• High level of initiative and comfort working autonomously
• Must be able to multitask, problem solve, and implement innovative processes within a fast-paced environment while ensuring accuracy in work product; strong focus on being detail oriented is a must.
• Must be strategic thinking and have the ability to look at a situation and offer quick viable solutions

Computer Skills:

• Must be able to demonstrate computer proficiency, especially with Microsoft Excel, Word and Power Point and other PC based programs

Work Environment & Physical Demands:

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• The noise level in the work environment is usually quiet
• Limited travel required
• The employee must occasionally lift and/or move up to 10 pounds
• Specific vision abilities required by this job include ability to adjust focus, as necessary to use a computer
• While performing the duties of this job, the employee is regularly required to talk or hear
• The employee is frequently required to stand, walk and sit

Compensation: $84,000 - $116,000 per year

The salary/hourly range above represents the full pay band for this position. Actual compensation offered will be determined based on a candidate's relevant experience, skills, certifications, and qualifications at the time of hire, and may fall at any point within this range. In limited circumstances, compensation above the posted range may be considered for an exceptionally qualified candidate.

I-66 Express Mobility Partners is committed to fair and equitable compensation practices. This role is eligible for a comprehensive benefits package, including health insurance, dental insurance, vision insurance, 401(k), paid time off, and supplemental benefits as outlined in the Company's program. Certain positions may also be eligible for an annual bonus.

*Please note that this job description does not represent a comprehensive list of activities and employees may be requested to undertake other reasonable duties.