Sr. Manager, Customer Care Support (On-Site)

Job Description

Job Description

Job Summary:

The Senior Manager is an operational leader within Customer Care responsible for business and queue outcomes across multiple supervisor teams, product lines, and in some cases, agents from different locations who skill into the same queue. This role owns performance against service level agreements, drives process and policy changes into Care operations, represents Care in elevated client interactions, and provides direct leadership of Business Unit support teams within their assigned scope.

Duties and Responsibilities:

Queue & Business Performance

• Own service level outcomes across multiple supervisor teams and queues, including queues that draw agents from different teams or locations
• Monitor performance trends and intervene when metrics indicate systemic risk
• Make or sponsor decisions with broader operational consequences — overtime authorization, client or product queue prioritization, cross-team resource reallocation — in coordination with Workforce Management (WFM)

Business Unit Support Team Leadership

• Provide direct leadership and operational oversight for contact center teams (both on-site and remote) supporting Business Unit clients and citizens, ensuring consistent service levels, resolution quality, and client confidence
• Own performance outcomes for assigned BU support teams — including service level attainment, backlog health, quality, and escalation management
• Lead the integration of BU support teams into the consolidated Care model, balancing continuity of client relationships with the move toward standardized, scalable operations
• Partner with Business Unit leaders to align support operations with client needs, product changes, and growth commitments
• Track, identify, and elevate trends and root issues surfaced by BU support teams — bringing patterns and systemic drivers to partner organizations such as Product and Business Units for joint prioritization and resolution

Operations Management

• Drive process, policy, and operational changes into Care teams
• Lead backlog improvement plans and ensure accountability to resolution targets
• Partner with WFM on real-time queue oversight, resourcing decisions, and staffing plans
• Prepare teams for new product launches, system changes, and customer additions

Client & Cross-Functional Relationships

• Serve as a senior escalation point for high-complexity client issues, working across Care, Business Units, Product, and IT to drive resolution
• Represent Care in escalated client interactions, instilling confidence and driving resolution
• Escalate systemic trends and patterns to Business Unit (BU), Product, and Engineering partners
• Align Care performance to BU objectives and customer commitments

People Leadership

• Provide direction, coaching, and development to Team Managers (Supervisors)
• Set clear performance expectations and hold supervisors accountable for team outcomes
• Identify talent and support career progression within Care
• Handle escalated employee concerns and issues

Education and Experience:

• 3–5+ years of progressive experience in contact center, customer care, or operations management
• Demonstrated ability to manage performance across multiple teams or work queues
• Experience leading cross-functional initiatives and working with external stakeholders or clients
• Strong analytical skills; ability to read operational data and translate into action
• Proven track record of driving accountability and process adherence in a dynamic environment
• Experience in a shared services or multi-product support environment
• Familiarity with Amazon Connect, Salesforce Service Cloud, or similar CRM/telephony platforms
• Experience with workforce management principles (forecasting, scheduling, adherence)
• Background in a post-merger or organizational integration context

Knowledge , Skills and Abilities:

• Systems thinking — ability to assess interconnected impacts before acting
• Judgment under pressure — makes durable decisions with incomplete information
• Accountability — owns outcomes, not just activities
• Client orientation — understands how internal operations connect to external relationships and client confidence
• Communication — clear and confident across frontline, leadership, and client audiences
• Problem solving skills
• People leadership

Work Environment:

• Office setting with a moderate noise level.
• The employee will work at an individual workstation, using a telephone and computer.

Physical Demands:

• Must be able to remain seated for extended periods.
• Regular use of a computer and other office machinery, such as printers and copy machines.
• Occasional movement around the office.
• Frequent communication via telephone.

Neumo Summary:

With the backing of four decades of public sector expertise and corporate capability, Neumo has successfully supported government services. Neumo was honored and recognized for four (4) consecutive years as a GovTech 100 Company representing the top 100 companies focused on making a difference in and selling to state and local government agencies across the United States.

Neumo is committed to helping communities thrive and brings a wealth of experience combined with innovation. Today, Neumo offers more administrative and financial support to government officials than any other organization. And with a responsive, client-focused approach, we foster partnerships that give our customers the certainty they need to accomplish more.

Neumo offers a competitive benefits and compensation package and are looking for team members who will thrive in our dynamic environment.

Neumo is an Equal Opportunity Employer. Selection for a position will be made without regard to race, religion, national origin, sex, political affiliation, marital status, non-disqualifying physical handicap, and age.