Manager, Customer Success, Quality, Training & Customer Success
Core
Lead the management, leadership, and continuous improvement of Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within a Contact Center.
Role type
Senior IC Customer Success Manager (Quality & Training)
Builds
Operational readiness, agent development, and customer experience excellence for supported programs
Domain
Contact Center Operations / Customer Experience
Required skills
Team leadership, Quality Assurance management, Training program design, Escalation handling, Knowledge management, Process improvement, Automation implementation, AI integration, Operational oversight, Strategic planning
Preferred skills
Change management, Innovation adoption, Technology implementation, Employee development
Technologies
Automation tools, Artificial Intelligence platforms, Contact Center software
Responsibilities
Lead a team of Quality Assurance Analysts, Trainers, and Customer Success Specialists; Ensure successful execution of training, quality, escalations, and support processes; Identify opportunities to improve scalability, efficiency, and organizational effectiveness; Challenge the status quo and embrace innovation through technology and AI.
Seniority
Senior, hands-on IC with leadership responsibilities
