Senior Manager, Customer Care

Job description

Description Vector Solutions is seeking a Sr Manager, Customer Care to join our team. This role provides will provide leadership to a team of nine customer care team members located in the United States and the Philippines and is responsible for delivering high-quality customer care, ensuring operational excellence, and driving strong team performance. This role serves as a key escalation point for customer issues and partners cross-functionally to support customer readiness, retention, and satisfaction. What You’ll Do: - Lead the Customer Care team across multiple products by providing ongoing service to customers, including state and federal customers. - Serve as the escalation point for complex or high-impact customer issues, ensuring timely resolution and clear communication. - Own and manage performance against established KPIs, including call volume, response time, CSAT, and ticket resolution. - Monitor workload, ticket trends, and capacity to ensure appropriate coverage and service levels. - Conduct call monitoring and hands-on coaching to drive continuous improvement in performance and quality. - Establish clear goals, expectations, and accountability for team members. - Pa...