Manager, Customer Service

Manager, Customer Service

The Manager, Customer Service leads the Customer Service functions, including Service Center operations, Workforce Management, and Training and Quality Assurance, as well as translates business priorities into consistent service experiences and effective program execution. This role oversees people, processes, technology and resources to strengthen the independent sales force experience, ensure reliable operations and drive continuous improvement. The leader fosters a culture of ownership, collaboration, accountability and customer focus.

Responsibilities:

Customer Service Strategy & Experience

• Develop and execute the customer service strategy and annual operating priorities in alignment with Company goals and values.
• Define service standards that create consistent, high-quality experiences across the independent sales force journey.
• Build an ownership culture in which team members strengthen relationships, anticipate needs, and provide effective recommendations and solutions.

Customer Service Operations & Capabilities

• Oversee the roadmap for customer service platforms, capabilities, policies, and processes to support evolving business and customer needs.
• Establish and continuously enhance an effective support model across channels and touchpoints.
• Drive improvements to service capabilities and processes that enable consistent and effective customer interactions.

Operations, Performance & Continuous Improvement

• Translate customer insights, program data and benchmarks into clear recommendations and leadership updates.
• Define success measures and KPIs; review performance, identify trends and sponsor corrective actions and continuous-improvement initiatives.
• Optimize the use of people, technology, time and financial resources to support reliable, cost-effective operations.
• Lead initiatives that improve customer service systems, processes, policies, workflows and service standards across a matrixed organization.

People Leadership, Collaboration & Change

• Build trust, influence across the organization and model Company values in day-to-day leadership and service practices.
• Lead change management for process, technology and program improvements, including transition planning, stakeholder alignment and communications.
• Partner with senior leaders and cross-functional stakeholders to understand business and independent sales force needs, resolve complex issues and coordinate action.
• Lead, coach and develop Customer service leaders and teams, setting clear priorities, expectations and accountability for results.

What You'll Need to Be Successful

• Experience: 7+ years of Customer Service operations, Strategic Communications, or other related field
• Supervisory Experience: 7+ years
• Education: Bachelor/University Degree in Business, Communication, or a related area or equivalent. An advanced degree, such as an MS/MBA in a similar field is desirable.
• Substantial people-leadership experience, including leading managers and large, multidisciplinary teams.
• Advanced understanding of the direct selling industry and the needs and journey of the independent sales force.
• Proven ability to develop customer service strategy, lead contact center or service operations, and implement process enhancements and operational efficiencies.
• Proven ability to lead event strategy and oversee execution of complex event production, content, messaging, promotion, registration and vendor management.
• Strong strategic, financial, analytical, project management, decision-making and problem-solving capabilities.
• Ability to define performance measures, interpret data, develop actionable insights and present recommendations to executive leadership.
• Excellent written, oral, presentation and interpersonal communication skills, with the judgment and discretion to work effectively with executives, independent sales force members, employees, vendors and global partners.
• Demonstrated ability to lead organizational change, influence across a matrixed organization and manage multiple high-priority initiatives simultaneously.
• Working knowledge of customer service technology and processes. Experience with Salesforce Service Cloud, Vonage or comparable customer service platforms preferred.