Customer Care Manager – Call Center Operations

PMP Management

Customer Care Manager leading customer care and access operations for PMP Management. Responsible for performance across phone, chat, and workflows, ensuring quality and customer satisfaction.

Posted 6/23/2026full-timeRemote • California • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Lead daily operations across phone queues, live chat, and action-item workflows
Monitor queue performance, workload, attendance, and adherence
Ensure downtime is used productively to complete action items
Support recovery plans during call spikes and operational disruptions
Lead and develop the Care Team and frontline team members
Conduct regular 1:1s and provide performance feedback
Partner with the Care Team Lead to maintain effective QA and training practices
Oversee Access operations and support reputation management
Use performance data to identify trends and improvement opportunities

Requirements

What you’ll need

5+ years of customer support, customer care, or contact center operations experience
Proven experience leading queue-based operations
Experience managing distributed or remote teams
Strong coaching, accountability, and documentation skills
Ability to partner appropriately with HR on sensitive people matters
Experience managing multi-channel support
Strong analytical skills
Excellent written and verbal English communication skills
Ability to work effectively in a fast-paced environment
Authorized to work in the United States

Benefits

Comp & perks

People-centric culture
Opportunities for career growth and development
Performance feedback and recognition programs

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

queue managementmulti-channel supportperformance analysisaction-item workflowsreputation management

Soft Skills

coachingaccountabilitydocumentationanalytical skillscommunication