Customer Care Center Manager

Job Description

Job Description

Customer Care Center ManagerLead the Team Behind Every Great Customer Experience

At zTrip , the largest taxi transportation company in the United States, exceptional customer service starts with strong leadership. We're seeking an experienced and motivated Customer Care Center Manager to lead our customer support and communications team in Fort Collins, CO .

This role is ideal for a driven leader who thrives in a fast-paced environment, enjoys developing high-performing teams, and is passionate about delivering outstanding service. As the Customer Care Center Manager, you will oversee daily call center operations, support employee development, ensure service excellence, and help drive operational success across multiple transportation programs and customer accounts.

If you're ready to make a direct impact on customer satisfaction while leading a growing team, we want to hear from you.

Benefits & Perks

• Medical, Dental, Vision, and Life Insurance
• Paid Time Off (PTO)
• Paid Holidays
• 401(k) with Company Match
• Career Advancement Opportunities
• Professional Development and Leadership Growth
• Stable Employment with an Industry Leader
• Supportive and Collaborative Work Environment

Position Overview

As the Customer Care Center Manager , you will oversee the daily operations of our customer service and dispatch communications center. You'll be responsible for managing staff performance, maintaining service quality, ensuring contract compliance, resolving escalated customer concerns, and developing a team culture focused on accountability, professionalism, and customer satisfaction.

You'll work closely with operations, dispatch, maintenance, safety, and leadership teams to ensure our customers receive exceptional support while maintaining efficient transportation services.

What You'll Do as a Customer Care Manager:Team Leadership & Staff Development

• Lead, coach, and support customer care representatives and dispatch personnel.
• Create a positive and productive work environment focused on teamwork and accountability.
• Conduct interviews, hiring, onboarding, and training for new team members.
• Provide ongoing coaching, performance feedback, and professional development opportunities.
• Monitor employee performance and implement improvement strategies when needed.
• Foster employee engagement and retention through strong leadership and communication.

Customer Service Excellence

• Ensure all customer interactions are handled professionally, accurately, and efficiently.
• Address escalated customer concerns and resolve complex service issues.
• Monitor customer satisfaction trends and implement service improvements.
• Develop and maintain high-quality customer service standards throughout the department.
• Support service recovery efforts and help strengthen customer loyalty.

Operational Management

• Oversee daily customer care center operations to ensure service levels are met.
• Develop staffing plans and manage schedules to maintain adequate coverage.
• Monitor attendance, productivity, and workforce performance metrics.
• Ensure timely responses to calls, emails, voicemails, and customer inquiries.
• Assist with operational planning and process improvements that enhance efficiency.
• Provide coverage and support during high-volume periods as needed.

Contract & Compliance Oversight

• Monitor service requirements associated with transportation contracts and special accounts.
• Ensure compliance with company policies, customer agreements, and operational standards.
• Maintain training records and monitor staff compliance requirements.
• Support audits, reporting requirements, and quality assurance initiatives.
• Collaborate with leadership to ensure all service commitments are consistently achieved.

Communication & Cross-Department Collaboration

• Serve as a key communication link between customer service, dispatch, operations, maintenance, and leadership teams.
• Ensure accurate information is shared across departments.
• Facilitate problem-solving and issue resolution between internal teams.
• Communicate operational updates, policy changes, and service expectations effectively.
• Support company initiatives designed to improve customer service and operational performance.

Reporting & Performance Management

• Analyze customer service metrics, call volumes, and team performance trends.
• Generate reports and provide recommendations for operational improvements.
• Monitor service levels and identify opportunities to improve efficiency and customer satisfaction.
• Maintain accurate records, documentation, and employee performance evaluations.
• Use data-driven insights to support strategic decision-making.

What We're Looking for as a Customer Care Manager:Required Qualifications

• Previous customer service leadership or management experience.
• Strong background in customer support, contact centers, dispatch operations, or related environments.
• Exceptional communication, problem-solving, and interpersonal skills.
• Experience leading, coaching, and developing employees.
• Ability to manage multiple priorities in a fast-paced environment.
• Strong organizational and time-management skills.
• Proficiency with Microsoft Office and customer service management systems.
• Ability to analyze performance data and implement improvements.

Preferred Qualifications

• Experience working in a call center, customer care center, transportation, logistics, or dispatch environment.
• Experience managing workforce schedules and staffing requirements.
• Knowledge of customer service performance metrics and quality assurance processes.
• Experience supporting transportation, mobility, healthcare transportation, NEMT, or paratransit operations.
• Bilingual communication skills are a plus.

What Makes You Successful:

• Strong leadership presence and ability to motivate teams.
• Passion for exceptional customer service.
• Calm, professional approach to problem-solving.
• Ability to coach employees toward improved performance.
• Excellent decision-making and conflict-resolution skills.
• Strong attention to detail and organizational abilities.
• Commitment to accountability, teamwork, and continuous improvement.
• Ability to thrive in a dynamic, service-driven environment.

Why Join zTrip?

At zTrip, we move thousands of passengers every day, and our Customer Care team plays a vital role in that success. As a Customer Care Center Manager , you'll have the opportunity to lead a talented team, improve the customer experience, and contribute directly to the growth of a nationally recognized transportation company.

• Lead a critical customer service operation.
• Develop and mentor a high-performing team.
• Make a direct impact on customer satisfaction and service quality.
• Work with an experienced and supportive leadership team.
• Enjoy long-term career growth opportunities.
• Be part of a company dedicated to innovation, service, and community impact.

Apply Today

If you're an experienced customer service leader who excels at building teams, solving problems, and creating exceptional customer experiences, apply today to become a Customer Care Center Manager with zTrip and help drive the future of transportation service excellence.