Commercial Customer Care Service Excellence Manager

Job Title

Position Overview

Shaw Industries is seeking a Service Excellence Manager to lead and elevate our Customer Service Operations through smart workforce planning insightful performance management impactful training delivery and continuous process improvement. This role also owns our service quality framework ensuring we consistently deliver a world-class customer experience.

You will directly lead four key functionsTraining & Development Workforce Management Quality Assurance and Process Engineeringwhile serving as the primary business contact for our IT partners supporting systems and tools that power customer service.

This is an ideal role for a strategic and detail-oriented leader who thrives in operational complexity is passionate about people development and is relentless about service excellence.

Responsibilities:

Leadership & Team Management

• Lead coach and develop the Training WFM Quality and Process teams to deliver consistent high-impact support across Customer Service.

• Foster a culture of continuous improvement collaboration and customer-centric thinking.

• Act as a thought partner to Customer Service leadership to align support functions with operational and strategic goals.

Workforce Management & Intraday Performance

• Oversee short- and long-term forecasting scheduling and real-time management across multiple customer-facing teams.

• Optimize staffing models to meet service level and productivity targets.

• Monitor intraday performance and work closely with Ops leaders to quickly respond to demand changes.

Training & Knowledge Enablement

• Own the development and execution of onboarding upskilling and ongoing training programs.

• Ensure training content is effective current and aligned to operational goals.

• Partner with frontline leaders and QA to identify learning needs and improve readiness.

Quality Assurance & Sentiment Analysis

• Lead the Quality team responsible for call calibration service audits and sentiment reporting.

• Evolve our quality program to include actionable insights that inform coaching training and process changes.

• Promote alignment through regular calibration sessions and frontline engagement.

Process Engineering & Continuous Improvement

• Lead efforts to map analyze and improve service processes across channels and customer journeys.

• Champion automation simplification and efficiency without sacrificing customer experience.

• Oversee document control practices ensuring all standard operating procedures (SOPs) training content and quality guidelines are up to date version-controlled and easily accessible.

• Maintain a central repository for service process documentation with clear ownership governance and review cadences.

Technology & IT Partnership

• Act as the primary Customer Service business contact for IT and system-related initiatives.

• Translate operational needs into business requirements and ensure prioritization of high-impact changes.

• Support tool optimization incident resolution and user experience improvements.

Qualifications

• 5 years in customer service or operations including 2 years managing multi-disciplinary support teams such as training workforce management or quality.

• Proven track record of driving efficiency and excellence across workforce planning training delivery quality auditing and process improvement.

• Demonstrated ability to coach develop and lead high-performing teams with a focus on accountability engagement and growth.

• Strong command of data analysis reporting and performance metrics (e.g. service levels occupancy quality scores CSAT sentiment).

• A clear concise communicator able to collaborate cross-functionally and present to senior leaders with confidence and credibility.

• Experience working with WFM platforms contact center systems (e.g. Salesforce Genesys) LMS tools and quality/sentiment platforms.

• Solid understanding of document control principles including versioning accessibility ownership and audit-readiness of SOPs and training materials.

• Familiarity with lean Six Sigma or other structured problem-solving approaches even if not formally certified.

Preferred:

• Bachelors degree in business Operations Communications or a related field.

• Experience in a multi-channel or omnichannel contact center environment.

• Background in managing or implementing enterprise training strategies including LMS governance and instructional design oversight.

• Hands-on experience with sentiment analysis and customer voice tools (e.g. Medallia Qualtrics or custom QA platforms).

• Familiarity with IT/Business alignment processes including gathering and prioritizing requirements for platform enhancements.

• Exposure to change management frameworks such as Prosci or ADKAR to support service transformation initiatives.

Competencies:

• Create Strategic Plan

• Drive Innovation

• Coach and Develop Others

• Demonstrate Customer Orientation

• Deliver Compelling Communication

• Drive Results

Work Shift