Regional Customer Care Manager

Manage all customer care activities within an assigned region and serve as a strategic business partner to senior level operations and sales leaders. Lead a highly capable team of customer care professionals to improve our customer experience via the regional customer care vision and in parallel with business objectives.

KEY DUTIES AND RESPONSIBILITIES

• Support implementation of all customer care initiatives and processes across the region to drive business performance.

• Be an advocate for the company's customer experience structure and philosophy to ensure consistency across the region.

• Drive standardization to enable One Lineage experience.

• Hire, train, and develop a team of customer care professionals with a focus on continuous improvement and teamwork.

• Analyse CSAT scores to drive data-driven process improvements.

• Clearly communicate goals and critical information to customer care teams throughout region.

• Assist with new customer onboarding activities as needed.

• Provide support for Sales Manager for Quarterly Business Reviews (QBRs).

• Partner with Revenue Management to create actions derived from Customer Profitability Model.

• Be a champion for Lineage Link adoption & accessorial revenue capture initiatives.

• Demonstrate to customers the value of using technology such as Lineage Link & Salesforce Service Cloud.

• Assume an ownership posture and facilitate the resolution of high priority customer care problems.

• Collaborate with other Regional Managers to address and resolve large customer opportunities via updated policies & procedures to drive network-wide consistency.

• Identify process inefficiencies and other areas of opportunity within the Customer Care team.

MINIMUM REQUIREMENTS (KNOWLEDGE, SKILLS, ABILITIES)

• Bachelor's Degree required or equivalent work experience.

• 7+ years' experience working in a customer facing role.

• Experience managing a team of customer care professionals.

• Willingness to travel up to 50%.

• Experience working within Salesforce Service Cloud.

• Strong track record of exemplary performance living out our customer service principles.

• Familiarity in leading change management initiatives.

Why Lineage?

This is an excellent position to begin your career path within Lineage! Success in this role enables greater responsibilities and promotions! A career at Lineage starts with learning about our business and how each team member plays a part each and every day to satisfy our customers' requirements. Beyond that, you'll help us grow and learn on our journey to be the very best employer in our industry. We'll ask you for your opinion and ensure we do our part to keep you developing and engaged as we grow our business. Working at Lineage is energizing and enjoyable. We value respect and care about our team members.

Lineage is an Equal Employment Opportunity Employer and is committed to compliance with all federal, state, and local laws that prohibit workplace discrimination and unlawful harassment and retaliation. Lineage will not discriminate against any applicant on the basis of race, color, age, national origin, religion, physical or mental disability or any other protected status under federal, state and local law.

Benefits

Lineage provides safe, stable, reliable work environments, medical, dental, and basic life and disability insurance benefits, 401k retirement plan, paid time off, annual bonus eligibility, and a minimum of 7 holidays throughout the calendar year.