Senior Manager, Customer Success, Contact Center

Location(s):

United States of America

City/Cities:

Remote

Travel Required:

00% - 25%

Relocation Provided:

No

Job Posting End Date:

January 20, 2025

Shift:

Job Description Summary:

We are seeking a dynamic and experienced Sr Manager, Customer Success, to lead our Customer Resolution Team. This role is vital in ensuring customer satisfaction by overseeing the resolution of customer issues and enhancing the overall customer experience. The Sr Manager will also be responsible for upskilling current associates, partnering with COM’s (Customer Operations Managers) for customer value enhancement, and ensuring operational efficiency.

Key Responsibilities:

• Lead the Customer Resolution Team: Provide leadership and direction to our Customer Resolution associates to ensure effective resolution of customer issues.
• Upskill Associates: Develop and implement training programs to enhance the competencies of current associates and prepare them for additional responsibilities.
• Enhance Customer Value: Collaborate with COM’s (Customer Operations Managers) to develop and deliver enhanced customer value bundles.
• Operational Efficiency: Oversee and ensure the efficiency and prioritization of customer resolution processes.
• Data-Backed Insights: Provide insights and recommendations based on data analysis to improve the overall customer experience.
• Day-to-Day Operations Oversight: Manage daily operations, including Sales support, MyCoke platform, The McDonald's Division (TMD), and Tradeshow support.      

               

Qualifications:  

• Minimum of 3-5 years of experience in contact center operations and/or customer operations management.
• Proven experience in leading and managing teams.
• Strong analytical and problem-solving skills with a focus on process improvement.
• Experience with implementing and managing technology-driven solutions.
• Excellent communication and interpersonal skills.

Preferred Skills:

Familiarity with customer’s contracts and service level agreements

Proficiency in using contact center software and tools.

Working Conditions:

This position may require occasional travel to various customer locations.

Flexibility in working hours to oversee contact center operations across different time zones.

What We'll Do for You:

• Provide a challenging and fulfilling role at the heart of our global supply chain operations, complete with a competitive remuneration package.
• Offer opportunities for professional development in a company that encourages growth, innovation, and leadership.
• Cultivate a work environment that values collaboration, individual contributions, and the delivery of quality results.
• Ensure you have the resources and support required to make substantial impacts, achieving both personal and professional milestones with us.

Skills:

Influencing, organization

Pay Range:

$114,000 - $139,000

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:

15

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

Our Purpose and Growth Culture:

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.