Manager, Customer Success, Quality, Training & Customer Success

How you will make an impact

• Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members. 

• Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities. 

• Establish performance expectations and ensure accountability for individual and team responsibilities. 

• Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences. 

• Develop, maintain, and continuously enhance onboarding, continuing education, certification, and client-specific training programs. 

• Measure training effectiveness and implement enhancements based on performance outcomes, quality trends, and business needs. 

• Drive training scalability through automation, digital learning solutions, self-service learning tools, and innovative instructional design. 

• Develop strategies to reduce manual training efforts while improving consistency, speed to proficiency, and long-term knowledge retention. 

• Maintain ownership of all Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards. 

• Ensure quality evaluations are accurate, consistent, actionable, and aligned to program requirements. 

• Analyze quality trends and partner with Operations Leadership to identify performance opportunities and improvement plans. 

• Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support activities. 

• Ensure escalation trends, recurring customer concerns, and operational risks are identified, documented, and communicated appropriately. 

• Maintain ownership of Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles. 

• Lead the ongoing development and enhancement of AI-powered support tools, chatbot content, and self-service solutions. 

• Partner with Account Leaders to ensure knowledge content remains accurate, current, and aligned with client requirements. 

• Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability. 

• Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning. 

• Foster a culture of accountability, innovation, continuous learning, ownership, and customer-first decision making. 

• Develop future leaders within the department through coaching, mentoring, and career development opportunities. 

• Serve as the primary operational escalation point prior to Senior Director involvement. 

• Ensure the Senior Director is informed of material risks while providing complete documentation, business impacts, and recommended solutions. 

• Successfully manage daily operational responsibilities while simultaneously building a more scalable, automated, and future-ready organization. 

What you need to be successful

Education and/or Experience 

Bachelor's Degree or equivalent business experience preferred. Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred. 

Leadership Skills 

Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results. 

Analytical Skills 

Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions. 

Technical Skills 

Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation preferred.