Location: Tyler,TX, USA
We are looking for a Customer Service Manager for one of our clients. The Customer Service Manager is a mid-level leadership role responsible for overseeing the growth of a multi-national team dedicated to delivering high-quality professional services to clients. This position involves developing and implementing strategies to enhance service offerings, managing a team of professionals, and ensuring client satisfaction. The Program Manager will collaborate with internal stakeholders to align service delivery with business objectives, drive operational efficiencies, and foster strong client relationships. Ultimately, this role will utilize an entrepreneurial focus in working to build and scale a services business in a fast-moving, transparent, and values-led organization to enable customer and company success.
ROLES AND RESPONSIBILITIES:
Leadership & Team Management:
• Lead, mentor, and manage a diverse, offshore shared services team, ensuring alignment with company values and goals.
• Foster a collaborative and inclusive culture that promotes continuous learning and professional growth.
• Develop and implement strategies to improve team productivity, efficiency, and morale in a
remote environment.
Customer-Focused Service Delivery:
• Ensure high levels of customer satisfaction by maintaining service quality, meeting SLAs, and promptly addressing customer concerns.
• Act as the primary point of contact for stakeholders, ensuring clear communication and expectations are consistently met.
• Drive a customer-centric approach across all team activities, focusing on delivering exceptional
value and service.
Strategic Planning & Execution:
• Develop and execute operational strategies for the offshore shared services team, aligned with
overall business objectives.
• Design and implement process improvements to enhance service delivery, reduce costs, and
optimize resources.
• Monitor and analyze key performance indicators (KPIs) to ensure the team meets or exceeds
operational targets.
Business Development and Sales:
• Design and develop service lines to be provided by offshore team
• Build out sales pipeline for further growth in high-need markets
• Strategic and creative thinker who can grow existing revenue with current clients by leveraging
existing services or developing new ones
• Proven ability to develop sales proposals, present to prospective clients, and close business.
Remote Talent Development:
• Design and execute talent development programs tailored to the needs of remote teams, focusing
on skill enhancement, career progression, and leadership development.
• Provide regular coaching and feedback to team members to foster a culture of continuous
improvement and professional growth.
• Collaborate with HR to identify and address talent gaps, ensuring the team remains agile and
capable of meeting evolving business needs.
Operational Oversight & Compliance:
• Oversee day-to-day operations of the offshore shared services team, ensuring compliance with
company policies, legal requirements, and industry standards.
• Implement risk management strategies to mitigate operational risks and ensure business
continuity.
• Ensure that all processes and procedures adhere to relevant regulations and best practices,
maintaining high standards of governance and accountability.
Stakeholder Management & Reporting:
• Build and maintain strong relationships with key stakeholders, ensuring their needs are
understood and addressed effectively.
• Prepare and present regular reports on team performance, operational metrics, and strategic
initiatives to senior leadership.
• Act as a liaison between the offshore team and U.S.-based leadership, ensuring alignment and
smooth communication.
Innovation & Continuous Improvement:
• Identify opportunities for innovation within the shared services model, leveraging technology and
best practices to drive efficiency and effectiveness.
• Lead initiatives to enhance the team's capabilities, including adopting new tools, technologies,
and methodologies.
• Promote a culture of continuous improvement, encouraging the team to challenge the status quo
and seek out better ways of working.
Budget & Resource Management:
• Develop and manage the budget for the offshore shared services team, ensuring resources are
allocated effectively and efficiently.
• Monitor and control costs, identifying opportunities for cost savings without compromising service quality.
• Ensure the team has the necessary tools, resources, and support to deliver on their objectives.
KNOWLEDGE, SKILLS, AND ABILITIES:
• Bachelor's degree in Business Administration, Management, or a related field.
• Proven experience (5 years minimum) in program and multi-site management or a similar role, preferably in a service-oriented industry.
• Strong leadership skills with the ability to manage and motivate teams.
• Excellent organizational, communication, and problem-solving skills.
• Bi-lingual English/Spanish strongly preferred
• Experience in leading multi-cultural teams
• Proficient in Microsoft Office Suite and familiar with operations-related software.
• Ability to adapt to changing environments and tackle challenges proactively.
PHYSICAL DEMANDS:
• Prolonged sitting required, with ability operate office equipment which may include heavy lifting,
bending, and standing.
• Requires ability to always handle stressful situations in a calm and courteous manner.
• Requires working under some stressful conditions to meet deadlines and patient needs, and to
make quick decisions and resource acquisition.
This document in no manner constitutes a contract between the employee and our client. Texas employment law is “employment at will”, which applies to all phases of the employment relationship, either party in an employment relationship may modify any of the terms or conditions of employment, or terminate the relationship altogether, for any reason, or no particular reason at all, with or without advance notice.
Employer may develop and change personnel policies, reassign employees, and change such things as work locations, schedules, job titles, job descriptions, pay, and other aspects of jobs at will.