We are currently seeking an experienced Manager to lead and manage a technical customer care department who supports a call center, customer service, contracting, billing/funding, product management and sales. This team is responsible for providing first level product support to both internal staff and clients.

The principal responsibilities will be as follows:   

Leadership Presence and Management

• Demonstrate skills and experience in dealing with a non-exempt team. Effectively work with other organization areas. Recruit, hire, identify and provide development opportunities for staff. Responsible for budget planning, managing and forecasting.

Customer Care Operations

• Design, manage, control and monitor the day-to-day operations to ensure business objectives are being met. Assist in generating business and system reports for management. Collaborate with other departments on clients issues in order to find effective solutions.
• Promote and help implement Computer Telephony Integration (CTI), Interactive Voice Response (IVR) and self service capabilities by the client. Provide business analysis support on an internal system which captures client information. 
• Work on developing a knowledge base process to capture information that can be utilized by the team in order to properly respond to client questions. Engage in improving and monitoring critical processes involving billing and funding. 

Contract and Compliance Coordination

• General coordination and oversight of client contracts (exceptions to policies, review for dated contracts, assistance with legal reviews).  Deal with vendor due diligence requests.

Operational Standards, Policies and Support

• Identify, develop, implement and manage operational standards results in 1) system security, 2) data integrity, 3) workflow process efficiencies and 4) accurate and timely delivery of services. Participate in department audits, implement recommended solutions and communicate changes to staff. 
• Actively participate in the product management, product development, product sales life cycle from a customer care perspective. Direct and coordinate activities related to back-office operations, online system support and customer service.