Manager - Customer Care Partner Delivery (Remote)
$81,752–$108,511 year
HybridDenver, Colorado, United States
Job Summary
Own daily, weekly, monthly, and quarterly performance outcomes across Voice, Chat, Complaints, Back Office, and Specialty support operations. Lead BPO partner governance routines, business reviews, performance discussions, corrective action planning, and service delivery accountability. Monitor key operational indicators including service level, AHT, abandonment, queue health, productivity, FCR, CSAT/NPS, backlog health, and SLA adherence. Oversee partner execution for customer complaints, escalations, executive inquiries, high-risk issues, customer recovery programs, refunds, and baggage support. Identify repeat contact drivers, complaint trends, service gaps, and frontline barriers impacting resolution quality. Interpret performance trends, reporting, customer feedback, and QA insights to identify root causes and improvement opportunities. Prepare executive-ready updates, performance summaries, and action plans for leadership review. Drive process improvements, automation opportunities, and operational standardization that reduce customer effort and process waste. Coordinate cross-functional communication, contingency planning, and risk mitigation during high-volume or high-risk events.
Required Qualifications
- Bachelor's degree in business administration, Operations Management, Customer Experience, Aviation, Hospitality, or a related field
- Minimum of 7 years of leadership experience in Contact Center Operations, Customer Care, Customer Advocacy, Vendor Operations, Back Office Operations, Specialty Support, Complaints, Escalations, Customer Recovery, or Customer Experience environments
- Experience managing outsourced vendor or BPO relationships
- Experience leading performance reviews, operational governance, service delivery management, corrective action planning, and cross-functional issue resolution
Desired Qualifications
- Experience managing complaint resolution, customer recovery, escalations, refunds, baggage support, regulatory operations, or specialty support workflows
- Airline, travel, hospitality, telecommunications, or high-volume customer support experience
- Strong knowledge of contact center operations, Voice, Chat, Back Office, Specialty Support, complaints, escalations, customer recovery, vendor governance, and BPO support models
- Ability to lead partner accountability through performance management, action planning, root-cause analysis, and timely follow-through
- Strong analytical skills with ability to interpret service levels, queue health, AHT, abandonment, productivity, FCR, CSAT/NPS, backlog, aging, SLA performance, complaint trends, and quality insights
- Excellent written and verbal communication skills with ability to produce executive-ready summaries, operational updates, and clear partner direction
- Ability to influence without direct authority and build partnerships across internal teams, external vendors, and cross-functional stakeholders
- Strong customer recovery, problem-solving, prioritization, decision-making, escalation management, and continuous improvement skills
- Proficiency with Microsoft Office Suite and ability to use operational reporting tools, dashboards, customer care systems, or case management platforms
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