Manager, Customer Care

Job Summary:

The Manager, Customer Care is a frontline people leader responsible for the day-to-day performance, coaching, and operational execution of a team of Application Support Analysts who support one or more MoD products. This role drives consistent service delivery, manages escalations within the team, and champions a customer-first culture grounded in accountability and continuous improvement.

The Manager works closely with Customer Care leadership to implement operational priorities, maintain SLO attainment, and develop ASA talent. This role is expected to apply AI tools and modern support practices to improve team productivity, knowledge quality, and customer outcomes. Reports to the Director, Customer Care.

Job Description:

In the USA, this job profile is EXEMPT and will be not eligible for paid overtime.

Compensation Range: The expected compensation range for this position is $110,000 - $120,000 annually, based on skills, experience, qualifications, and location.

Responsibilities

Team Leadership & People Development

• Lead, coach, and develop a team of Application Support Analysts across assigned product lines
• Conduct regular one-on-ones, performance reviews, and growth conversations with direct reports
• Set clear individual and team expectations aligned to Customer Care scorecards and SLOs
• Identify skill gaps and partner with the Director to develop targeted learning and development plans
• Foster a team culture of accountability, customer focus, and continuous improvement
• Support onboarding of new team members and facilitate structured knowledge transfer

Operational Execution & Service Delivery

• Monitor team queues and workload distribution to ensure timely resolution within published service levels
• Serve as the primary escalation point for complex or high-priority customer issues within the team
• Investigate technical problems to determine root cause and coordinate resolution with Development and Product
• Identify patterns in support volume, recurring issues, and service gaps; develop and execute mitigation plans
• Ensure seamless customer transitions from implementation to steady-state support through active handover participation
• Maintain current knowledge of assigned MoD product lines and participate in release readiness activities

AI & Operational Innovation

• Actively use AI tools to improve personal effectiveness, accelerate root-cause analysis, and streamline documentation and communication workflows
• Identify and recommend opportunities to apply AI-assisted capabilities within the team (e.g., ticket deflection, knowledge base enrichment, response drafting)
• Champion adoption of approved automation, self-service, and knowledge management tools within the team
• Contribute to the Customer Care AI and innovation agenda by surfacing team-level use cases and outcomes to the Director

Knowledge & Quality Management

• Review and maintain the quality and accuracy of knowledge articles, community content, and documentation within assigned product areas
• Lead team efforts to create and update reusable troubleshooting resources, reducing time-to-resolution and support dependency
• Reinforce consistent application of support best practices and quality standards across the team
• Identify and document recurring product issues to support Development and Product prioritization

Cross-Functional Collaboration

• Collaborate with Development and Product teams to facilitate issue resolution, communicate support trends, and contribute to product improvement
• Partner with the Customer Engagement & Adoption team to support at-risk account interventions and coordinated customer outcomes where applicable
• Participate in user group seminars, webinars, and customer-facing sessions to strengthen product knowledge and customer relationships
• Contribute to the enhancement request process by surfacing customer feedback and team observations to Product leadership

Qualifications

• 5+ years of progressive experience in technical customer support or customer care environments
• 2+ years of direct people management experience, including performance management and coaching
• Demonstrated ability to manage team workload, service levels, and escalations in a fast-paced, mission-critical support environment
• Experience identifying and implementing process improvements that improve team productivity and service quality
• Actively applies AI tools (e.g., large language models, AI-assisted writing, workflow automation) in day-to-day work; committed to expanding AI fluency as the capability evolves
• Comfortable championing AI-assisted practices within a team and coaching others through adoption
• Familiarity with modern support platforms, CRM systems, and knowledge management tools
• Strong troubleshooting skills with the ability to investigate and resolve complex technical issues
• Excellent communication and interpersonal skills; effective working across teams and with customers
• Working knowledge of MoD-specific products or comparable transit/paratransit software preferred
• Bachelor's degree in a related discipline or equivalent combination of education and experience
• Transit, paratransit, or public sector technology experience an asset
• Proficiency in CRM systems and MS Office applications
• Willingness to travel to customer sites, user groups, and management meetings (estimated 10% of work year)
• Availability for after-hours on-call support as needed

Worker Type:

Regular

Number of Openings Available:

1