Assistant Customer Service Division Manager

The Assistant Customer Service Division Manager is responsible for the overall management and execution of the long-term strategic direction of the customer service division and they provide coaching for business unit managers. They direct the planning and development of the 3-5 year vision for customer service. They are responsible for the implementation of corporate initiatives and administration of all branch offices. Along with the business unit managers the division manager will be responsible for developing managing and maintaining budgets for staffing and other divisional expenses business plans and employee engagement plans. They are responsible for delivering exceptional customer experience. They own the delivery of our story to customers bringing it to life.

The Assistant Customer Service Division Manager develops and assists the Division Manager to carry out the vision operations and leadership of the applicable Division exhibiting high level leadership skills as outlined in the NYCM Leadership Success Profile (LSP). Manage the succession planning of leadership beneath them providing guidance leadership and coaching to Business Unit Managers and supervisors where applicable. Must work collaboratively with executives and division partners to fulfill corporate objectives and strategic plans.

Duties & Responsibilities:

• Assists the Division Manager to carry out the corporate strategic plans (KST) long term goals and short-term goals.
• Assists the Division Manager by working with the Business Planning Team by providing input for decision making obtaining and communicating feedback/challenges.
• Communicates why and where we are going not how we are getting there (Business Unit Manager is responsible for the execution of the long and short term goals).
• Defines and affects the direction of change with current Division Manager feedback (the where we are going).
• Sets divisional goals either themselves or collaboratively with current Division Manager feedback.
• Develops oversees and manages divisional budget business plans and projects with current Division Manager feedback.
• Develops cultivates mentors coaches and evaluates the Business Unit Managers Supervisors and any other direct reports under his/her direction.
• Measured on results expected.
• Promotes and upholds the positive image of our corporate values.
• Actively participates in and promotes collaboration across teams.

Requirements:

• Bachelors Degree in field(s) applicable to Division/Business UnitOR5 years demonstrated experience in leading coaching and mentoring teams.

• Internal leadership development programs (e.g. EEJ LDP etc.) completed or relevant leadership education preferred.

• 3 years experience and knowledge as a Supervisor in applicable field is preferred

Qualifications/Skills:

• Excellent leadership skills
• Ability to motivate Business Unit Managers Supervisors and any direct reports
• Excellent interpersonal and verbal/written communication skills
• Able to execute effectively build strong teams and lead change with courage
• Loyal genuine passionate and committed to the cause
• Trusting honest transparent and sincere
• Fosters genuine relationships and connections
• Inspires a shared vision
• Empowers others
• Excellent computer proficiency and technical aptitude
• Excellent organizational and prioritization skills
• Excellent attention to detail accuracy and ability to make accurate timely decisions

Market Range: L5 / 40 hours per week / Hybrid -3 days in office

Salary Range: $118300 - $189200 (*Based on experience)

Accepting applications through: 9/12/2025

Required Experience:

Manager