Customer Care Manager - Curascript
Overview
Lead a centralized support team to deliver clear timely and reliable service for customers and sales partners. Guide supervisors team leads and specialists in a high-volume queue-based environment while strengthening service standards improving workflows and creating a positive customer experience. Drive improvements using service levels queue performance call and email volumes productivity quality and customer insights.
What You'll Do8
- 1Lead the Customer Care function to deliver consistent support for customer inquiries manual order intake order processing fulfillment support cancellations tracking returns claims and related service needs.
- 2Set clear expectations for supervisors team leads and specialists while building accountability collaboration engagement and strong team capability.
- 3Use service levels queue performance call and email volumes productivity quality and customer insights to balance workload manage risk and improve outcomes.
- 4Serve as a senior escalation point for complex customer issues service recovery needs operational barriers and risks affecting the customer experience.
- 5Strengthen standard workflows controls and operating procedures that reduce variation improve accuracy and support a centralized Customer Care model.
- 6Partner with Sales Operations Customer Enablement Customer Resolution Distribution Technology Compliance and other teams to solve service barriers and improve handoffs.
- 7Lead through change by helping teams adopt new workflows systems service standards role clarity and performance expectations while maintaining daily service delivery.
- 8Champion a customer-first culture focused on service quality continuous improvement and positive customer outcomes.
Requirements11
- 15+ years of experience in customer service customer care contact center order management operations sales operations healthcare distribution specialty pharmacy or a related operational environment.
- 23+ years of people leadership experience including setting expectations coaching performance and developing team capability.
- 3Experience managing service levels workload distribution productivity quality customer experience metrics and operational performance.
- 4Ability to use data reports dashboards and customer insights to identify trends solve problems and drive continuous improvement.
- 5Strong communication coaching influencing relationship-building organizational analytical and decision-making skills.
- 6Preferred Bachelor’s degree.
- 7Experience leading supervisors team leads or multi-level operational teams.
- 8Experience leading change process standardization workflow redesign or operating model transformation.
- 9Knowledge of customer service operations order management fulfillment support issue resolution and customer-facing service channels.
- 10Experience with SAP CRM platforms workflow management tools call queue technology Microsoft Office and customer service reporting tools.
- 11Knowledge of healthcare pharmaceutical distribution specialty distribution or regulated operational environments.
Salary Insight
Salary not disclosed in listing
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