Manager, Customer Service

Reporting to the Director of Customer Experience, the Manager of Customer Service owns how customers are served across every channel and how well the operation behind that service runs. They are accountable for response, quality, automation performance, and partner performance, and for the standards that keep handling consistent whether a case is resolved by automation, a partner, or the internal team.

When a metric moves, this role finds the cause rather than just reporting the number. Grows what automation and partners absorb over time so the internal team spends its hours on the harder work and sets the operating standard the rest of the CX team works toward.