Senior Manager, Customer Care
Vector Solutions
full-time
Posted on:
Location Type: Hybrid
Location: Indianapolis • United States
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Salary
💰 $75,000 - $90,000 per year
Job Level
About the role
- 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.
- Partner cross-functionally with Commercial, Education, Product, and Operations teams to resolve customer issues and improve the end-to-end customer experience.
- Lead operational and process improvement initiatives within the scope of your team to increase efficiency, scalability, and customer satisfaction.
- Leverage data, automation, AI, and performance insights to enhance workflows, coaching effectiveness, and service delivery.
- Support new Acadis product releases and enhancements through customer readiness planning, documentation, and training coordination.
- Manage day-to-day operations of a team of Customer Care team members.
Requirements
- Minimum of 6 years of progressive experience in customer care, customer support, or customer operations roles.
- Ability to obtain and maintain federal security clearance, as required by customer contracts.
- Ability to manage team members who work across different products
- Experience leading customer care teams and managing day-to-day support operations.
- Experience supporting state, federal, or other regulated public-sector customers preferred.
- Ability to manage and improve performance using service metrics and KPIs.
- Strong coaching, communication, and problem-solving skills.
- Experience working with globally distributed or international teams.
- Ability to work effectively in a cross-functional, matrixed environment.
- Experience leveraging automation, AI, or analytics to improve customer care performance and processes.
- Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed.
Benefits
- Comprehensive benefits package effective the first of the month after hire
- Matching 401(k) retirement plan
- Healthy work-life balance with flexible work arrangements and generous time off
- Generous referral incentive program
- Tuition Reimbursement Program
- Pet Insurance
- OnePass Gym/Wellness Discount Program
- Calm Health-Employee Membership
- Company social events
- Employee Resource Groups
- Philanthropic opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer carecustomer supportcustomer operationsperformance metricsKPI managementcall monitoringcoachingautomationAIanalytics
Soft Skills
communicationproblem-solvingleadershipteam managementcross-functional collaborationaccountabilitycoaching effectivenesscontinuous improvementadaptabilitycustomer satisfaction
Certifications
federal security clearance