Customer Service Manager

$75,000 - $100,000/Yr

County Market - Cincinnati, OH

Full-time - Mid Level

Cincinnati, OH

Food and Beverage Retailers

About the position

The Customer Service Manager is responsible for overseeing and optimizing all aspects of customer service operations at a community-focused grocery store. This role utilizes advanced methodologies such as process engineering, Six Sigma, and quality assurance to drive efficiency and excellence in service delivery. The manager will establish and monitor key performance indicators (KPIs) and service level agreements (SLAs), enhance customer journey analytics, and implement predictive modeling and machine learning strategies for customer retention. Additionally, the role involves leading digital transformation initiatives, managing budgets, and fostering a culture of continuous improvement while ensuring compliance with regulatory standards.

Responsibilities

• Lead end-to-end customer service operations using advanced process engineering, Six Sigma, and quality assurance methods.
• Apply process mapping, statistical analysis, and quality function deployment to standardize processes and ensure efficiency.
• Establish and optimize KPIs and SLAs using real-time data analytics, automated reporting, and performance dashboards to consistently meet and exceed service benchmarks.
• Improve customer journey analytics using journey orchestration platforms and VoC technologies.
• Utilize sentiment analysis, NLP, and machine learning-driven segmentation models to tailor customer service strategies.
• Implement predictive modeling and machine learning algorithms to identify at-risk customers and recommend proactive retention actions.
• Use customer lifecycle management tools and cohort analysis to enhance engagement and lifetime value.
• Formulate and communicate a customer service vision aligned with enterprise goals.
• Lead strategic planning with balanced scorecards and OKRs, overseeing large-scale change management initiatives and process re-engineering for continuous transformation.
• Spearhead CRM integration (e.g., Salesforce, Dynamics 365) with AI-powered customer engagement tools.
• Optimize omnichannel platforms and use predictive analytics, machine learning, and data visualization for personalized service across touchpoints.
• Manage budgeting, financial forecasting, and resource allocation using financial modeling and automated controls.
• Apply activity-based costing and evaluate ROI on initiatives through financial analysis tools to ensure cost efficiency.
• Develop high-potential leaders through structured training, competency models, and performance assessments.
• Foster a culture of continuous improvement using learning management systems and real-time employee feedback tools.
• Facilitate cross-functional collaboration with IT, finance, and marketing through data integration.
• Build strategic vendor partnerships with API integration and data warehousing, while keeping executives informed via interactive dashboards and reports.
• Ensure adherence to regulatory standards (GDPR, CCPA, HIPAA) using automated compliance tools.
• Develop a risk mitigation framework, conduct incident response drills, oversee audits, and manage business continuity plans to ensure resilience and customer trust.

Requirements

• A Bachelor's degree in Business Administration or a related field (e.g., Management, Operations Management).
• At least 5 years of experience in customer service, with a strong track record of driving service excellence.
• Experience in retail and/or operations is highly preferred, with a demonstrated ability to manage customer service processes and improve operational efficiency.
• Ability to use real-time analytics, dashboards, and reporting tools to monitor KPIs and SLAs for continuous improvement.
• Advanced use of VoC technologies, machine learning, and customer segmentation to enhance customer retention and lifetime value.
• Expertise in Six Sigma, process mapping, and statistical analysis to streamline customer service operations.
• Expertise in CRM systems, integrating AI-powered tools, and optimizing omnichannel customer experiences.
• Ability to collaborate across teams and integrate data from IT, finance, and marketing for optimal service delivery.

Benefits

• Health insurance
• Paid time off
• Parental leave