Customer Care Manager Customer Experience & Operations
Location: Fairfield County, CT | Full-Time | On-Site
About the Role
A highly respected organization in Fairfield County is seeking an experienced Customer Care Manager to lead a team of 15+ representatives in a fast-paced, seasonal, high-accountability environment focused on service quality and operational excellence.
This role oversees customer service operations, performance metrics, and high-volume customer support activity in a structured service environment.
This is a high-visibility leadership role with the opportunity to directly impact team culture, service standards, and customer experience outcomes.
This is a hands-on leadership role, best suited for a confident, proactive manager who can create structure, anticipate challenges, and maintain a strong culture of accountability and customer-first decision making. It is a culture-driven, quality-focused environment where the emphasis is on customer experience excellence, service quality, problem resolution, and operational performance.
What Youll Do- Lead daily Customer Care operations including service levels, call flow, and team performance
- Manage, coach, and develop a team of 15+ Customer Care Representatives
- Handle escalated customer issues and ensure timely resolution
- Drive accountability, structure, and performance standards across the team
- Track and analyze KPIs, service metrics, and customer retention trends
- Partner with Operations and other departments on seasonal planning and execution
- Lead team meetings focused on performance, goals, and continuous improvement
- Support storm and peak-season operations as needed
Compensation & Benefits- $90,000$95,000 base salary + annual bonus
- Strong, stable organization with a reputation for service excellence
- High-impact leadership role with visibility and influence
- Dynamic, fast-paced operational environment
What Were Looking For- 5+ years of customer care experience
- 2+ years of supervisory or management experience
- Strong background in KPI-driven, performance-based environments
- Proven ability to lead teams in fast-paced customer service operations
- Confident, direct leadership style with strong conflict management skills
- Ability to build structure, accountability, and consistency within a team
- Experience in customer service, call center, or customer support environments preferred
- Required: On-site presence starting at 7:30 AM sharp
- Ability to work occasional or rotating Saturdays during peak season
- Willingness to support extended hours during storms or peak operational periods
Additional Details
This is a 100% on-site role based in Fairfield County, CT. The organization operates in a seasonal, high-demand environment where volume and priorities shift based on operational and weather conditions.
Interested?
If you are a confident Customer Care leader who thrives in high-accountability, quality-driven environments, wed welcome the conversation.
INDA