About the position

We're looking for a Service Excellence Manager to lead and elevate our Customer Service Operations through smart workforce planning, insightful performance management, impactful training delivery, and continuous process improvement. This role also owns our service quality framework, ensuring we consistently deliver a world-class customer experience. You will directly lead four key functions—Training & Development, Workforce Management, Quality Assurance, and Process Engineering—while serving as the primary business contact for our IT partners supporting systems and tools that power customer service. This is an ideal role for a strategic and detail-oriented leader who thrives in operational complexity, is passionate about people development, and is relentless about service excellence.

Responsibilities

• Lead, coach, and develop the Training, WFM, Quality, and Process teams to deliver consistent, high-impact support across Customer Service.
• Foster a culture of continuous improvement, collaboration, and customer-centric thinking.
• Act as a thought partner to Customer Service leadership to align support functions with operational and strategic goals.
• Oversee short- and long-term forecasting, scheduling, and real-time management across multiple customer-facing teams.
• Optimize staffing models to meet service level and productivity targets.
• Monitor intraday performance and work closely with Ops leaders to quickly respond to demand changes.
• Own the development and execution of onboarding, upskilling, and ongoing training programs.
• Ensure training content is effective, current, and aligned to operational goals.
• Partner with frontline leaders and QA to identify learning needs and improve readiness.
• Lead the Quality team responsible for call calibration, service audits, and sentiment reporting.
• Evolve our quality program to include actionable insights that inform coaching, training, and process changes.
• Promote alignment through regular calibration sessions and frontline engagement.
• Lead efforts to map, analyze, and improve service processes across channels and customer journeys.
• Champion automation, simplification, and efficiency without sacrificing customer experience.
• Oversee document control practices, ensuring all standard operating procedures (SOPs), training content, and quality guidelines are up to date, version-controlled, and easily accessible.
• Maintain a central repository for service process documentation with clear ownership, governance, and review cadences.
• Act as the primary Customer Service business contact for IT and system-related initiatives.
• Translate operational needs into business requirements and ensure prioritization of high-impact changes.
• Support tool optimization, incident resolution, and user experience improvements.

Requirements

• 5+ years in customer service or operations, including 2+ years managing multi-disciplinary support teams such as training, workforce management, or quality.
• Proven track record of driving efficiency and excellence across workforce planning, training delivery, quality auditing, and process improvement.
• Demonstrated ability to coach, develop, and lead high-performing teams with a focus on accountability, engagement, and growth.
• Strong command of data analysis, reporting, and performance metrics (e.g., service levels, occupancy, quality scores, CSAT, sentiment).
• A clear, concise communicator able to collaborate cross-functionally and present to senior leaders with confidence and credibility.
• Experience working with WFM platforms, contact center systems (e.g., Salesforce, Genesys), LMS tools, and quality/sentiment platforms.
• Solid understanding of document control principles including versioning, accessibility, ownership, and audit-readiness of SOPs and training materials.
• Familiarity with lean, Six Sigma, or other structured problem-solving approaches, even if not formally certified.

Nice-to-haves

• Bachelor's degree in business, Operations, Communications, or a related field.
• Experience in a multi-channel or omnichannel contact center environment.
• Background in managing or implementing enterprise training strategies, including LMS governance and instructional design oversight.
• Hands-on experience with sentiment analysis and customer voice tools (e.g., Medallia, Qualtrics, or custom QA platforms).
• Familiarity with IT/Business alignment processes, including gathering and prioritizing requirements for platform enhancements.
• Exposure to change management frameworks such as Prosci or ADKAR to support service transformation initiatives.