Job Details

Customer Care Manager

Join our Customer Experience team and be part of a dynamic environment where you'll help jewelers worldwide create unforgettable moments for their customers! The Customer Care Operations team supports call center excellence by partnering with leadership to optimize staffing, streamline training, and ensure a balance of structure and flexibility. The team drives performance through data-driven planning, ongoing development, and real-time workforce management.

We're looking for a proactive, people-focused leader to join our team as Customer Care Manager. In this role, you'll lead a high-performing call center team, drive exceptional customer experiences, and foster a positive solutions-focused culture. You'll empower your team to make great decisions, solve problems before they arise, and continuously improve how we serve our customers. You'll have the opportunity to lead a motivated team, make a real impact on customer loyalty, and be part of a culture that values innovation, empowerment, and exceptional service.

Key Responsibilities:

• Lead, coach, and develop your team to perform at their best.
• Create a culture of trust, accountability, and continuous improvement.
• Ensure every customer interaction is handled with professionalism, empathy, and efficiency.
• Proactively identify and address customer needs, resolving escalations quickly.
• Oversee daily call center operations, ensuring performance targets are met.
• Improve policies, processes, and workflows to boost efficiency and satisfaction.
• Monitor and report on performance, trends, and opportunities.
• Collaborate across departments to deliver seamless service.

Basic Qualifications:

• Proven leadership in a customer service or call center environment.
• Strong communication, decision-making, and problem-solving skills.
• Ability to adapt quickly and stay positive under pressure.
• Self-motivated, proactive, and committed to excellence.
• Flexible schedule to meet evolving business needs.

Preferred Qualifications:

• Preferred experience with the below systems or equivalent OracleFive9VerintLevelAISalesforce