Customer Service Manager (Client Experience)

• Receives high-level objectives rather than task-level direction.
• Sets team priorities, allocates resources, and resolves competing demands.
• Makes independent people and delivery decisions within established goals.
• Accountable for sustained performance, engagement, and development of a team.
• Influences outcomes through planning, prioritization, and performance management.

• Provides leadership for the Client Management team, including departmental structure, priorities, and decision-making.
• Establishes and monitors performance and service delivery metrics to evaluate team performance, inform strategic priorities, and support continuous improvement in service delivery.
• Serves as a liaison with the test administration partner by submitting and tracking support tickets, ensuring timely resolution for standard exam administrations.
• Leads continuous improvement efforts to increase quality, efficiency, and effectiveness of customer service.
• Drives adoption of AI-enabled tools and technologies to streamline workflows and improve accuracy.
• Supports department and company-wide initiatives and cross-functional priorities.

• Serves as the primary communication lead for the client management team, ensuring team alignment on products, services, policies, procedures, and organizational updates.
• Leads training and change management efforts across the team.
• Manages performance by clarifying expectations, addressing performance issues, and providing regular feedback, training, and coaching for skill development.
• Establishes clear goals, expectations, and success metrics for direct reports.
• Manages team workflows, cross-functional coordination, allocates resources effectively, and resolves complex operational issues.

• Drives initiatives to enhance the overall customer experience across all service channels.
• Develops and implements solutions to service challenges in digital platforms, communications, and service delivery.
• Ensures consistent, high-quality customer service through clear expectations, monitoring, and coaching.
• Maintains the ability to perform all core customer service functions and actively supports the team during high-volume periods, escalations, or resource constraints to ensure seamless service delivery.

• Ensures the quality and compliance of customer service activities by monitoring performance and service-related metrics.
• Leads reviews and updates of forms, handbooks, website content, and other published materials to ensure accuracy, consistency, and compliance with policies, accessibility, and accreditation standards.
• Collaborates with the team to resolve general, administrative, technical, and security-related complaints and investigations; ensures timely issuance of formal responses and accurate documentation for completeness, compliance, and quality.

• High school diploma or equivalent is required, associate’s degree or higher is preferred, along with 6+ years of progressively responsible experience in customer service, including 2+ years of people management experience, or equivalent combination of education and experience.
• Demonstrated experience in enhancing customer service operations and implementing tools and technology.
• Experience in tracking and analyzing metrics to inform decisions, implement improvements, and develop team members.

• Advanced knowledge of business and productivity software, Customer Relationship Management (CRM), and Microsoft 365.
• Able to perform advanced-level tasks independently including customizing workflows, generating complex reports, troubleshooting issues, and providing training or support to others.

• Effective communication skills
• People and performance management
• Evidence-based decision making
• Critical thinking
• Customer orientation and service excellence
• Attention to detail and results orientation
• Continuous improvement
• Collaboration
• Adaptability and resilience

• Work environment – Hybrid
• Work schedule – 35 hours per week (full-time)
• Physical demands
  • Sitting, standing, and walking – frequently (2.5-5.5 hours/day)
  • Fine hand manipulation and grasping/handling (typing, using small tools) – frequently (2.5-5.5 hours/day)
  • Reaching above shoulder level – rarely (not daily)
  • Bending, stooping, pushing, pulling, lifting, and carrying up to 50 lbs. – rarely (not daily)

Join Our Team

At NBCOT, justice, equity, diversity, and inclusion (JEDI) are an integral part of our mission and vision and having a diverse staff and inclusive workplace is one of the ways we put our values into action. We promote a culture where employees collaborate in an energizing environment while focusing on the high-quality work that makes us stand out in the certification industry. We also believe that life-work balance is important and demonstrate this belief with a generous benefits package that includes:

• 35-hour work week
• over 30 paid days off each year
• paid medical insurance
• matched 401K plan and discretionary profit-sharing contributions
• annual bonus and salary adjustments
• covered life insurance and short-term and long-term disability
• voluntary benefits: vision, term life, critical illness, accident,and pet insurance

NBCOT is proud to be on TheNonProfit Times' list of The Best Nonprofits to Work For since 2014.

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