This person is accountable for the overall management, leadership, and continuous improvement of the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center.
The Customer Success Manager must serve as the in-house steward of operational readiness, agent development, and customer experience excellence. This position is responsible for ensuring agents have the tools, knowledge, support, and resources necessary to deliver exceptional customer experiences while maintaining operational consistency across all supported programs.
The incumbent will lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists and is responsible for ensuring the successful day-to-day execution of training, quality, escalations, and support processes while proactively identifying opportunities to improve scalability, efficiency, automation, and overall organizational effectiveness.
The Customer Success Manager is expected to operate with a high degree of autonomy, exercise sound judgment, and provide leadership that enables the Senior Director to focus on strategic initiatives rather than day-to-day operational oversight. This role is expected to challenge the status quo, embrace innovation, and continuously seek new ways to strengthen the organization through technology, automation, artificial intelligence, and employee development.
How you will make an impact
Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members.
Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities.
Establish performance expectations and ensure accountability for individual and team responsibilities.
Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences.
Develop, maintain, and continuously enhance onboarding, continuing education, certification, and client-specific training programs.
Measure training effectiveness and implement enhancements based on performance outcomes, quality trends, and business needs.
Drive training scalability through automation, digital learning solutions, self-service learning tools, and innovative instructional design.
Develop strategies to reduce manual training efforts while improving consistency, speed to proficiency, and long-term knowledge retention.
Maintain ownership of all Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards.
Ensure quality evaluations are accurate, consistent, actionable, and aligned to program requirements.
Analyze quality trends and partner with Operations Leadership to identify performance opportunities and improvement plans.
Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support activities.
Ensure escalation trends, recurring customer concerns, and operational risks are identified, documented, and communicated appropriately.
Maintain ownership of Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles.
Lead the ongoing development and enhancement of AI-powered support tools, chatbot content, and self-service solutions.
Partner with Account Leaders to ensure knowledge content remains accurate, current, and aligned with client requirements.
Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability.
Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning.
Foster a culture of accountability, innovation, continuous learning, ownership, and customer-first decision making.
Develop future leaders within the department through coaching, mentoring, and career development opportunities.
Serve as the primary operational escalation point prior to Senior Director involvement.
Ensure the Senior Director is informed of material risks while providing complete documentation, business impacts, and recommended solutions.
Successfully manage daily operational responsibilities while simultaneously building a more scalable, automated, and future-ready organization.
What you need to be successful
Education and/or Experience
Bachelor's Degree or equivalent business experience preferred. Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred.
Leadership Skills
Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results.
Analytical Skills
Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions.
Technical Skills
Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation preferred.
Core Competencies
Strong work ethic and willingness to go the extra mile
Customer-first mindset
Exceptional communication and coaching skills
Proactive and solutions-oriented approach
Ability to navigate difficult conversations effectively
High degree of autonomy and ownership
Continuous improvement mindset
Innovation and AI-forward thinking
Strong organizational and leadership skills