Customer Care Manager

We are seeking a highly engaged and operationally driven leader to join our team as a Customer Care Manager. In this role, you will oversee day-to-day operations for a high-performing Customer Care team, ensuring delivery of exceptional customer experiences while achieving operational efficiency and revenue influence outcomes.You will be responsible for managing team performance, monitoring real-time service delivery, coaching team members, and partnering cross-functionally to continuously improve customer outcomes. This role requires a balance of hands-on operational leadership, people development, and performance management across customer experience, productivity, and revenue contribution. A successful candidate will demonstrate strong leadership, analytical thinking, and a passion for coaching and developing talent in a fast-paced, customer-focused environment.Position is eligible for a performance bonus, in addition to base salary.For over 50 years, Verisk has been the leading data analytics and technology partner to the global insurance industry by delivering value to our clients through expertise and scale. We empower communities and businesses to make better decisions on risk, faster.At Verisk, you'll have the chance to use your voice and build a rewarding career that's as unique as you are, with work flexibility and the support, coaching, and training you need to succeed. For the eighth consecutive year, Verisk is proudly recognized as a Great Place to Work for outstanding workplace culture in the US, the fourth consecutive year in the UK, Spain, and India, and the second consecutive year in Poland. In addition, we’ve been recognized by The Wall Street Journal as one of the Best-Managed Companies and by Forbes as a World’s Best Employer, testaments to the value we place on workplace culture.We’re 7,000 people strong. We relentlessly and ethically pursue innovation. And we are looking for people like you to help us translate big data into big ideas. Join us and create an exceptional experience for yourself and a better tomorrow for future generations.Verisk BusinessesUnderwriting Solutions — provides underwriting and rating solutions for auto and property, general liability, and excess and surplus to assess and price risk with speed and precisionClaims Solutions — supports end-to-end claims handling with analytic and automation tools that streamline workflow, improve claims management, and support better customer experiencesProperty Estimating Solutions — offers property estimation software and tools for professionals in estimating all phases of building and repair to make day-to-day workflows the most efficientSpecialty Business Solutions — provides an integrated suite of software for full end-to-end management of insurance and reinsurance business, helping companies manage their businesses through efficiency, flexibility, and data governanceCatastrophe and Risk Solutions — provides risk modeling solutions to help individuals, businesses, and society become more resilient to catastrophic events.Marketing Solutions — delivers data and insights to improve the reach, timing,relevance, and compliance of every consumer engagementLife Insurance Solutions – offers end-to-end, data insight-driven core capabilities for carriers, distribution, and direct customers across the entire policy lifecycle of life and annuities for both individual and group.Verisk Maplecroft — provides intelligence on sustainability, resilience, and ESG, helping people, business, and societies become strongerVerisk Analytics is an equal opportunity employer.Verisk invests in a benefits package for all employees that includes the following: Health Insurance, a Retirement Plan, Disability benefits, and a Paid Time Off program. We offer a competitive total rewards package that includes base salary determined based on role, experience, skill set, and location.All members of the Verisk Analytics family of companies are equal opportunity employers. We consider all qualified applicants for employment without regard to race, religion, color, national origin, citizenship, sex, gender identity and/or expression, sexual orientation, veteran's status, age or disability. Verisk’s minimum hiring age is 18 except in countries with a higher age limit subject to applicable law.Unsolicited resumes sent to Verisk, including unsolicited resumes sent to a Verisk business mailing address, fax machine or email address, or directly to Verisk employees, will be considered Verisk property. Verisk will NOT pay a fee for any placement resulting from the receipt of an unsolicited resume.Verisk Employee Privacy NoticeBachelor’s degree or equivalent experience preferred5+ years of experience in customer service, technical support, sales, or account management2+ years of people management or team leadership experience preferredStrong understanding of accounting principles (A/R) with work experience preferredStrong understanding of contact center operations and service metrics (ASA, FCR, CSAT, etc.)Proven ability to coach and develop team members to improve performanceStrong analytical skills with ability to interpret KPI data and drive decisionsExcellent communication and interpersonal skillsAbility to manage multiple priorities in a fast-paced environmentExperience with CRM tools (Salesforce), workforce management systems, and SQ frameworks preferredFamiliarity with insurance or property estimating software solutions is a plusSuccess ProfileConsistently achieves or exceeds team performance targets across service, quality, and efficiencyDemonstrates strong leadership presence and builds a high-performing, engaged teamEffectively balances real-time operational management with long-term team developmentDrives measurable improvements in CSAT, FCR, and service levelsSuccessfully embeds revenue-influencing behaviors without compromising customer experienceCreates a culture of accountability, ownership, and continuous improvementRole Scope & StructureManages approximately 50% of the Customer Care teamWorks in partnership with a peer manager to ensure full team coverageReports to a senior leader responsible for the Customer Care organizationOperates in a high-volume, multi-channel support and solutions environment#LI-LM03#LI-HybridOperational Management (Real-Time & Daily Execution)Monitor and manage real-time service operations, including: Call and chat queuesAverage speed of answer (ASA)Abandon ratesContact volume and backlog healthAdjust staffing, priorities, and workflows to maintain service level targetsIdentify and respond to service disruptions or volume spikesEnsure consistent adherence to schedules, productivity expectations, and service standardsTeam Leadership & People ManagementDirectly manage approximately 50% of the Customer Care teamConduct regular 1:1 meetings, coaching sessions, and performance check-insProvide ongoing mentorship, career development, and skill progression supportFoster a positive, accountable, and high-performance team cultureLead performance reviews (daily, weekly, monthly) and goal settingPerformance Management & KPI OwnershipDrive team performance across core KPIs, including: Customer Satisfaction (CSAT)First Contact Resolution (FCR)Quality Assurance (QA) scoresProductivity and utilization metricsAbandon rates and response timesRevenue influence and customer growth behaviorsHold team members accountable to predefined performance thresholdsUse data insights to identify trends, gaps, and opportunities for improvementCoaching & Quality ImprovementPartner with the Service Quality team to: Ensure accurate and consistent evaluation of customer interactionsIdentify coaching opportunities and performance trendsDeliver targeted coaching to improve: Customer experience qualityTechnical accuracy and problem resolutionCommunication and solution-selling behaviorsTrack and measure effectiveness of coaching efforts over timeCustomer Experience & Continuous ImprovementChampion a high-quality, consistent customer experience across all interaction channelsAnalyze patterns in customer interactions to identify process or product issuesDrive initiatives to improve: Customer satisfactionEfficiency and time-to-resolutionCustomer retention and engagementPartner with cross-functional teams (Sales, Product, Support, etc.) to address systemic issuesRevenue Influence LeadershipReinforce and coach behaviors that drive customer value, including: Effective discovery and recommendation of solutionsIdentification of expansion opportunitiesCustomer adoption and retention supportEnsure team balances customer experience with revenue-generating opportunitiesMonitor and improve revenue influence metrics without reliance on quotasAdministrative & Operational ResponsibilitiesEnsure accurate documentation, reporting, and KPI trackingSupport workforce planning, scheduling, and capacity managementParticipate in hiring, onboarding, and training of new team membersLead team meetings, communication updates, and organizational initiativesComplete all responsibilities as outlined in performance plans and assigned projectsFull timePosting Date: 2026-08-12