Senior Manager, Customer Care

Description

Vector Solutions is a leading, AI-enabled, performance platform powering safe, compliant, and efficient operations for the public, educational, and commercial sectors. We bring training, safety, and workforce operations together to boost readiness, reduce risk, and drive high-performance results for the everyday heroes who count on us.

Vector Solutions is seeking a Sr Manager, Customer Care to join our team. This role provides will provide leadership to a team of nine customer care team members located in the United States and the Philippines and is responsible for delivering high-quality customer care, ensuring operational excellence, and driving strong team performance. This role serves as a key escalation point for customer issues and partners cross-functionally to support customer readiness, retention, and satisfaction.

What You'll Do:

• Lead the Customer Care team across multiple products by providing ongoing service to customers, including state and federal customers.

• Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication.

• Own and manage performance against established KPIs, including call volume, response time, CSAT, and ticket resolution.

• Monitor workload, ticket trends, and capacity to ensure appropriate coverage and service levels.

• Conduct call monitoring and hands-on coaching to drive continuous improvement in performance and quality.

• Establish clear goals, expectations, and accountability for team members.

• Partner cross-functionally with Commercial, Education, Product, and Operations teams to resolve customer issues and improve the end-to-end customer experience.

• Lead operational and process improvement initiatives within the scope of your team to increase efficiency, scalability, and customer satisfaction.

• Leverage data, automation, AI, and performance insights to enhance workflows, coaching effectiveness, and service delivery.

• Support new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination.

• Support customers operating in regulated state and federal environments in alignment with contractual and service requirements.

• Manage day-to-day operations of a team of Customer Care team members.

• Other duties as assigned.

What We're Looking For:

• Minimum of 6 years of progressive experience in customer care, customer support, or customer operations roles.

• Ability to obtain and maintain federal security clearance, as required by customer contracts.

• Ability to manage team members who work across different products

• Experience leading customer care teams and managing day-to-day support operations.

• Experience supporting state, federal, or other regulated public-sector customers preferred.

• Ability to manage and improve performance using service metrics and KPIs.

• Strong coaching, communication, and problem-solving skills.

• Experience working with globally distributed or international teams.

• Ability to work effectively in a cross-functional, matrixed environment.

• Experience leveraging automation, AI, or analytics to improve customer care performance and processes

• Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed.

What You Can Expect From Us:

• Friendly, open, and casual work environment

• Comprehensive benefits package effective the first of the month after hire

• Matching 401(k) retirement plan

• Healthy work-life balance with flexible work arrangements and generous time off

• Generous referral incentive program

• Tuition Reimbursement Program

• Pet Insurance

• OnePass Gym/Wellness Discount Program

• Calm Health-Employee Membership

• Company social events

• Employee Resource Groups

• Philanthropic opportunities

What We Value:

• Teamwork - Above all, we’re a team. We give and value feedback. We support each other, respect each other and work together to accomplish our common goals and serve our customers. Once we make decisions, we align behind them as a team.

• Customers First - Our customers’ success is our success. They are why we are here. We work to earn the trust of our customers and always deliver on our commitments.

• Make a Difference - It’s not a job, it’s a calling. We have passion for our mission, for our customers, for our work, and for sharing a fulfilling experience with our fellow team members.

• Inclusiveness - Uniqueness is powerful. We support an environment of respect, belonging, and community that promotes a variety of perspectives and crucial conversations, leading to better outcomes.

• Act Now - We act with urgency. The best time to get something important done is now. We don’t wait and let perfection be the enemy of good.

• Curiosity - We love a good challenge. We’re scrappy, we stretch ourselves to be the best, ask questions, learn from our mistakes, and are dedicated to continually improving and growing.

• Ownership - We own the outcome and don’t pass the buck. The score matters. We hold ourselves and each other accountable. We treat company resources like they are our own.

Vector Solutions is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender, race, color, religion, national origin, age, pregnancy, disability, genetic information, or status as a protected veteran.

The base salary range provided is a good-faith estimate at the time of posting. Actual pay may vary based on factors such as skills, qualifications, experience, and work location. Compensation will always comply with applicable state and local pay laws, including but not limited to those in California, Colorado, New York, and Washington. #LI-HL1