About this role
The Manager, Customer Service leads day-to-day customer service operations through a hybrid support model that includes an internal Resolution Team and an external BPO (Business Process Outsourcing) partner responsible for managing the primary customer contact center. This role is accountable for service delivery, customer experience, operational performance, and business continuity across voice and digital support channels, including oversight of the internal Resolution Team, emergency response team, and BPO partner. The Manager focuses on operational execution, people leadership, partner oversight, and continuous improvement, working closely with internal stakeholders to enhance customer experience and support organizational service objectives.