This position leads Customer Care technology strategy, execution, and support operations, serving as the primary liaison between Customer Care and IT&D. While serving as the primary liaison between Customer Care and Information Technology & Digital (IT&D), this position is focused upon alignment between business needs and technology solutions that support customer experience, operational efficiency, and scalability.
This leader manages a team responsible for customer facing Tier-1 technical support and structured escalation, while driving continuous improvement, automation, and AI-enabled solutions to enhance efficiency and customer experience. The role is integral to advancing McLane's centralized, technology-enabled Customer Care model.
What you'll do as a Customer Service Technology Manager: - Serve as the primary liaison between Customer Care and IT&D, owning the delivery of technology solutions that enable efficient operations, continuous process improvement, and best-in-class customer experience.
- Translate business needs into actionable requirements and partner with cross-functional teams to design, test, and implement system enhancements and integrations.
- Own Tier-1 support of SourceLink, Smart Handheld (SHH), McLane360, and other customer-facing technologies, including timely and appropriate escalation.
- Lead, coach and develop teammates, driving accountability for service quality, responsiveness, and customer experience.
- Monitor and manage performance through key metrics including volume, resolution, and escalation trends.
- Ensure accurate, timely documentation of customer interactions and cases in alignment with established processes.
- Drive continuous improvement by identifying root causes, optimizing workflows, and reducing customer friction.
- Lead development and adoption of AI, automation, and bot solutions to improve efficiency and enable self-service capabilities.
- Support enterprise initiatives focused on centralization, standardization, and scalability of customer care operations.
- Other duties may be assigned
Qualifications you'll bring as a Customer Service Technology Manager: - Have a bachelor's degree in business, technology, or related field, or equivalent experience.
- 5+ years of experience in customer service, technical support, or customer operations.
- 3+ years of leadership experience, including supervision of leaders (Supervisor-level or above preferred).
- Experience working cross-functionally with IT, product, or development teams.
- Strong communication, problem-solving, and stakeholder management skills.
- Experience with ServiceNow or comparable customer service platforms.
- Exposure to AI, automation, or chatbot development.
- Great organizational and troubleshooting skills.
- Proven history of working in a change management role especially as a change agent.
- Ability to positively influence different teams such as transportation, accounting, inventory, damage & returns, and operations to align on transformative changes.
- Experience in conflict resolution. Demonstrated ability in problem solving, even if the problem is not directly in the immediate area, ability to see solutions and to make them a reality.
- Ability to work in diverse, fast-paced environment. Be willing to try new ideas and innovate.
- Ability to be open-minded, to explore possibilities and to think out of the box in order find new solutions.
- Ability to work across various domains within the company, influence other leaders, get their alignment, and then execute the changes and see them to completion.
- Demonstrated ownership mindset. Seeing projects to completion and successful adoption by teammates and customers.
- Proficient in Microsoft 365 Office Suite (Word, Excel, PowerPoint, OneNote, Loop, Teams, SharePoint, and Co-pilot etc.).
- Excellent presentation, listening, verbal and writing communication skills. Ability to communicate to audiences of all sizes and to senior leadership. Ability to present innovative ideas to leadership.
- This position requires the ability to read, write, and understand English at a level sufficient to perform job-related tasks effectively and safely. This includes understanding work instructions, safety protocols, and communications essential to the role. The requirement is directly related to the nature of the job and ensures compliance with workplace safety and operational standards.
Fit the following? We want you here! - Teamwork oriented
- Organized
- Problem solver
- Detailed
Benefits you can count on: - Day 1 Benefits: medical, dental, and vision insurance, FSA/HSA, and company-paid life insurance
- Paid time off begins day one.
- 401(k) Profit Sharing Plan after 90 days.
- Additional benefits: pet insurance, maternity/paternity leave, employee assistance programs, discount programs, tuition reimbursement program, and more!
