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Customer Care Operations Manager

2 months ago

Gaithersburg, Maryland, United States Learning Without Tears Full time

About Learning Without Tears (LWT): We are a continuously expanding, family-owned organization dedicated to delivering exceptional educational products, professional development, and digital resources for educators and children.

Our Mission: Innovation and collaboration drive us every day as we passionately support children's learning and growth.

Role Overview: The Customer Care Operations Manager is tasked with leading LWT's customer service and success strategies, objectives, and initiatives. This role focuses on establishing service level standards aimed at minimizing response times while ensuring high levels of customer satisfaction.

Key Responsibilities:

  • Recruit, develop, and sustain a robust team by attracting, nurturing, rewarding, and retaining talent.
  • Lead, mentor, and develop a newly established in-house Customer Solutions team, consistently raising performance standards.
  • Support a team of customer solution specialists, ensuring alignment with company policies and objectives.
  • Achieve revenue goals and drive renewal revenue through proactive outreach and strategic initiatives.
  • Collaborate with Customer Success team leaders to execute strategies effectively.
  • Enhance client satisfaction and refine internal processes to boost productivity without compromising service quality.
  • Streamline workflows to facilitate product deployments, ticket management, escalation, and customer service operations.
  • Act as a visible advocate for customers, fostering a company-wide culture of customer advocacy.
  • Maintain team and individual KPIs and quality performance metrics to gauge success and enhance accountability, aligning with departmental and organizational goals.
  • Manage performance against established KPIs.
  • Possess a working knowledge of quality systems and technologies that enhance efficiency, productivity, and cost-effectiveness.

Your Qualifications:

  • B.A. or B.S. in business or related fields, or equivalent professional experience.
  • 4+ years of relevant experience in Customer Care, Customer Success Management, or Sales Operations.
  • Experience with both physical and digital products is preferred.
  • Ability to juggle multiple competing priorities and swiftly adapt to customer requests and changes in timelines.
  • Highly collaborative, organized, and results-oriented with strong presentation capabilities.
  • Excellent project management skills with a focus on detail, timelines, and quality of work.
  • Strong problem-solving abilities and flexibility in project situations.
  • Exceptional relationship-building, interpersonal, and communication skills with staff, senior leadership, and customers.
  • Capability to lead and coach team members to enhance their skills and performance.
  • Strong analytical skills with the ability to identify clear business objectives and outcomes.
  • Proficient in CRM tools, web-based presentation tools, and Microsoft Office applications.

Why Choose Learning Without Tears:

  • Competitive benefits package including medical, dental, vision, and life insurance, as well as paid family leave and flexible scheduling.
  • Engaging company culture with events such as health fairs, milestone celebrations, and team-building activities.

Learning Without Tears is an Equal Opportunity and Affirmative Action Employer.