Manager, Client Services

We are seeking an accomplished and inspiring Manager, Client Services to lead a team of 20+ Customer Engagement Associates in delivering a superior, seamless customer experience to our North America Operating Unit (NAOU) customers. The ideal candidate is a skilled people leader with a passion for innovation, emerging technologies, and customer-centric strategies. You will guide and develop your team to exceed customer expectations, foster growth, and drive transformational change in how we connect with and serve our customers.

Key Responsibilities

• Leadership & Team Development:
  • Lead, coach, and mentor a team of 20 Customer Engagement Associates to achieve performance goals and deliver exceptional customer service.
  • Cultivate a high-performance culture that prioritizes collaboration, accountability, and continuous improvement.
  • Provide regular feedback, recognition, and career development opportunities to team members.

• Customer Experience Excellence:
  • Implement strategies to deliver a consistent, personalized, and proactive customer engagement model.
  • Analyze customer feedback, identify trends, and drive improvements in processes, policies, and tools to enhance the customer journey.
  • Ensure timely resolution of customer inquiries and issues, focusing on quality and satisfaction.

• Innovation & Technology Adoption:
  • Champion the use of innovative tools, systems, and processes to improve the efficiency and effectiveness of customer engagement.
  • Partner with technology teams to identify, test, and integrate best-in-class digital solutions.
  • Explore and apply AI capabilities to optimize customer interaction and drive personalized experiences.

• Change Leadership:
  • Act as a change agent to drive organizational shifts, new processes, and technology adoption within the team.
  • Communicate a clear vision for transformation and ensure strong alignment with company strategic objectives.
  • Foster a growth mindset within the team, promoting adaptability and resilience.

• Performance Management:
  • Track and analyze key performance indicators (KPIs) and service metrics.
  • Implement insights to continuously refine engagement strategies and business outcomes.

• Bachelor's degree preferred, relevant skills and experience also considered.
• Proven expertise in driving 'Contact Center of the Future' initiatives, leveraging cutting-edge tools, technologies, and innovation.
• Proven success in managing a large customer-facing team (preferably 15+ associates).
• Strong people leadership skills with a track record of developing talent and building engaged high-performing teams.
• Experience leading change and implementing innovative solutions in customer service or engagement environments.
• Knowledge of emerging technologies with demonstrated interest or experience in AI-enabled tools and solutions.
• Analytical thinker with the ability to translate data into actionable strategies.
• Excellent communication and interpersonal skills.
• Growth-minded with a passion for learning, problem-solving, and continuous improvement.

• Opportunity to shape the customer experience strategy.
• Be part of a dynamic, forward-thinking team dedicated to leveraging technology and innovation.
• Lead impactful projects that drive value for both customers and the associates.
• Work in an environment that values curiosity, adaptability, and leadership at all levels.