Sample Job Description for Customer Support Services Senior Manager
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Customer Support Services Senior Manager Job Overview
Customer Support Services Senior Manager Job Description Sample
Manages all aspects of an organization's customer service policies, objectives, and initiatives.
JOB LEVEL
M03
EDUCATION/DEGREE
Bachelor's Degree
REPORTS TO
Director or Top Management
Salary Range
BASE 50%
$142,520
TOTAL 50%
$160,160
Job Responsibilities for Customer Support Services Senior Manager
Provides mentoring, leadership, and organization to managers and supervisors. Oversees the creation and implementation of efficient and balanced workflows that maximize efficiency and produce high levels of service quality and customer satisfaction. Monitors and measures service metrics and volume to develop standards, improvements, or changes to workflows and resource allocation. Makes recommendations for changes to products or services based on customer feedback and requests. Engages in resource planning and decision-making. Interfaces with other departments in the organization to ensure the customer service department is prepared to support future products and releases.
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| Job Title | Job Description | |
|---|---|---|
| 1 | Sales Program Senior Manager | The Sales Program Senior Manager implements processes, tools, and structures to support the sales organization's operations. Manages the sales teams and supporting operations required to implement the organizational sales strategy, drive revenue growth, and accomplish financial objectives. Being a Sales Program Senior Manager monitors the industry, business environment, competitors, and customers to develop action plans for expanding and retaining the customer base. Conducts long-term and short-term goal setting for teams and individuals and uses data to measure and monitor sales processes, identify issues, and enhance performance. In addition, Sales Program Senior Manager uses customer feedback and insights to collaborate with internal stakeholders to identify and suggest new products. Builds and develops effective sales and support teams with recruiting, mentoring, and training. Participates in meetings, presentations, and demos to support or close strategic or high-value sales. Typically requires a bachelor's degree. Typically reports to a director. The Sales Program Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Sales Program Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
| 2 | Field Service Engineering Manager | The Field Service Engineering Manager plans and oversees installation, troubleshooting, and maintenance of products/equipment to ensure proper function and maximize uptime. Manages field service personnel to provide effective on-site support and technical assistance with various products or equipment. Being a Field Service Engineering Manager handles service contracts and directs support services. Oversees the scheduling and training of field service representatives. In addition, Field Service Engineering Manager develops methods, guidelines, and policies to facilitate efficient service delivery. Reviews service reports to monitor service performance and enhance customer satisfaction. Ensures all customer issues are satisfactorily resolved, utilizing engineering, manufacturing, and other teams as needed. Requires a bachelor's degree. Typically reports to a director. The Field Service Engineering Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as a Field Service Engineering Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
| 3 | Customer Care Executive | The Customer Care Executive is responsible for the overall satisfaction of customers. Plans and directs all aspects of an organization's customer service policies, objectives, and initiatives. Being a Customer Care Executive typically reports to top management. May require an advanced degree. The Customer Care Executive manages a departmental function within a broader corporate function. Develops major goals to support broad functional objectives. Approves policies developed within various sub-functions and departments. Comprehensive knowledge of the overall departmental function. Working as a Customer Care Executive typically requires 8+ years of managerial experience. |
| 4 | Claims Review and Settlement Senior Manager | The Claims Review and Settlement Senior Manager oversees the intake and processing of insurance claims for personal, property, or casualty loss based on coverage, appraisal, and verifiable damage. Manages the operations of an insurance claims department to meet operational, financial, and service requirements. Being a Claims Review and Settlement Senior Manager assures timely and proper disposition of claims based on policy provisions. Manages appraisal and examination staff and processes. In addition, Claims Review and Settlement Senior Manager recommends and implements best practices to ensure complete and thorough claim settlements, legal reviews, and investigations following company policies and insurance industry regulations. Determines the value of settlements for escalated claims. Manages negotiations of settlements and administration of claims in litigation. Typically requires a bachelor's degree. Typically reports to top management. The Claims Review and Settlement Senior Manager typically manages through subordinate managers and professionals in larger groups of moderate complexity. Provides input to strategic decisions that affect the functional area of responsibility. May give input into developing the budget. Working as a Claims Review and Settlement Senior Manager typically requires 3+ years of managerial experience. Capable of resolving escalated issues arising from operations and requiring coordination with other departments. |
| 5 | Office Operations Senior Manager | The Office Operations Senior Manager develops and implements procedures and policies for all administrative activities. Oversees and manages the daily activities of office staff to ensure efficient operations, service delivery and expense control. Being an Office Operations Senior Manager oversees the selection of vendors and the purchase of office equipment and supplies. Typically manages record-keeping, document preparation, mail distribution, reception, bill or invoice processing, maintenance services, technical support, project coordination/scheduling, and other related internal operations. In addition, Office Operations Senior Manager coordinates resources to troubleshoot, determine the best solutions, and solve problems. Tracks and analyzes operational costs and monitors budget. Recruits, trains, and coaches office staff to achieve optimal performance. May require a bachelor's degree. Typically reports to a head of a unit/department. The Office Operations Senior Manager manages subordinate staff in the day-to-day performance of their jobs. True first level manager. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Working as an Office Operations Senior Manager typically requires 5 years experience in the related area as an individual contributor. 1 - 3 years supervisory experience may be required. Extensive knowledge of the function and department processes. |
Customer Support Services Senior Manager Skills & Proficiency Level
| Skills | Proficiency Level |
|---|---|
| Products And Services | Level 4 |
| Standard Operating Procedures (SOP) | Level 5 |
| Service Excellence | Level 4 |
