Sr. Manager, Customer Service

The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience financial performance and employee engagement. Additionally this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales logistics distribution operations and marketing to support customer priorities and service. 

Work Location: This is a remote role where candidates will be eligible to work anywhere in the United States.

RESPONSIBLIITIES:

• Lead a team of remote customer service Managers and Associates in US and Mexico to deliver best-in-class service.
• Implement best operating practices to drive continuous improvement innovation and excellent service.
• Drive strategies and programs that include all aspects of operational performance employee engagement change management succession planning and talent management activities.
• Meets department financial objectives by estimating requirements preparing an annual budget scheduling expenditures analyzing variances and initiating corrective actions.
• Prepares and presents regular reports on department performance customer feedback and key metrics. Use data to inform decision-making and strategy development.
• Maintains professional and technical knowledge by tracking emerging trends in customer service operations management.
• Aligns customer service activities and initiatives throughout the organization by partnering cross-functionally with sales logistics distribution operations and marketing to support customer priorities and service.
• Customer-focused results-driven and adaptable. Ability to work under pressure and manage multiple priorities.
• Ensure efficient operations including staffing scheduling and resource allocation. Monitor metrics and performance indicators. This includes but not limited to call and e-mail management.
• Strong leadership and interpersonal skills. Excellent communication and problem-solving abilities. Proficiency in call center software and CRM systems. Analytical mindset with the ability to interpret data and make informed decisions.
• Drive the strategy for customer service operations focusing on enhancing customer experience and evolving best practice call center tactics and technology.
• Oversee training programs for customer service staff. Ensure ongoing development and skill enhancement.

Qualifications :

• Bachelors degree is required.
• Minimum of 7-10 years of experience in a call center industry to include prior experience in a leadership capacity.
• Awareness of customer service industry trends and technological advances.
• Demonstrated knowledge of Microsoft Office tools.
• Ability to plan and execute based on analytics.
• Knowledge of call order OCR and workforce management systems
• Proven success in leading cross-functional teams and projects

Additional Information :

ADDITIONAL INFORMATION:

Fortune Brands believes in fair and equitable pay. A reasonable estimate of the base salary range for this role is Hiring Pay Range: $100000 USD - $120000 USD. Please note that actual salaries may vary within the range or be above or below the range based on factors including but not limited to education training experience professional achievement business need and addition to base salary employees will participate in either an annual bonus plan based on company and individual performance or a role-based sales incentive plan.

At Fortune Brands we support the overall health and wellness of our associates by offering comprehensive competitive benefits that prioritize all aspects of wellbeing and provide flexibility for our teammates unique needs. This includes robust health plans a market-leading 401(k) program with a company contribution product discounts flexible time off benefits adoption benefits and more. We offer numerous ERGs (Employee Resource Groups) to foster a sense of belonging for all associates.

Fortune Brands is built on industry-leading brands and innovation within the high-growth categories of water outdoors and security. The Company makes innovative products for residential and commercial environments with a growing focus on digital solutions and products that add luxury contribute to safety and enhance sustainability. To learn more visit our website at .

Equal Employment Opportunity

Fortune Brands is an equal opportunity employer. Fortune Brands evaluates qualified applicants without regard to race color religion sex gender identity or expression national origin ancestry age disability/handicap status marital status protected veteran status sexual orientation genetic history or information or any other legally protected characteristic.

Reasonable Accommodations

Fortune Brands is committed to working with and providing reasonable accommodations to individuals with disabilities. If because of a medical condition or disability you need a reasonable accommodation for any part of the application or interview process please contact us at and let us know the nature of your request along with your contact information.

Important Notice: Protect Yourself from Fraudulent Job Postings

To protect yourself from fraudulent job postings or recruitment scams please note that Fortune Brands job postings are exclusively hosted on our website at via our SmartRecruiters platform. Fortune Brands will never request banking information or sensitive personal details until an offer of employment has been accepted and the onboarding process begins.

Remote Work :

Yes

Employment Type :

Full-time