{"id":1321321,"url":"https://alion.io/job/zenwork-senior-manager-customer-success","title":"Senior Manager - Customer Success","company":{"id":2647561,"name":"Zenwork","domain":"zenwork.com","url":"https://alion.io/company/zenwork","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Keka","truth_index":{"grade":"A","score":95,"open_postings":6,"ghost_share":0,"stale_share":0,"repost_share":0,"time_to_fill_p50_days":195,"computed_at":"2026-10-20T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Fayetteville, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":72000,"max_usd":155000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":717},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-11T21:32:25Z","employer_posted_date":"2026-08-11","last_verified_at":"2026-10-21T00:21:22Z","board_verified":true,"closed_at":null,"days_open":70,"trust":{"level":"ok","repost_count":0,"flags":[],"days_open":69},"description":"Senior Manager, Customer Success\nLocation: Fayetteville, Arkansas\nWork Arrangement: Full-time, on-site\nDepartment: Customer Service / Operations\nReports To: Director, Customer Success\nPosition Summary\nWe are seeking an experienced and people-focused Senior Manager, Customer Success to lead our customer service operation in Fayetteville, Arkansas. This individual will be responsible for building and sustaining a high-performing operation, maintaining excellent service standards, and ensuring the call center operates efficiently and effectively. The position requires a hands-on leader who is comfortable working alongside the team, coaching employees, reviewing performance, and addressing operational challenges in real time.\nKey Responsibilities\nLeadership & People Development\nLead major initiatives involving organizational growth, process redesign, AI, automation, customer experience, or call center technology. Lead, coach, and hold accountable frontline supervisors and team leads, while maintaining appropriate visibility and engagement with customer service representatives.\nEnsure supervisors consistently conduct coaching, performance reviews, recognition, and corrective action; directly manage performance for the Senior Manager’s direct reports. Present operational results, risks, and strategic recommendations to senior leadership.\nPartner with Human Resources and other leaders to recruit, onboard, train, and retain high-performing employees.\nPromote a positive, accountable, data-driven and customer-focused workplace culture.\nServe as a trusted leader during periods of organizational change by providing clear communication, managing expectations, maintaining employee engagement, and ensuring operational stability throughout transitions.\nOperational Excellence\nOwn daily, weekly, and monthly operating reviews covering service levels, speed to answer, abandonment, customer satisfaction, first-contact resolution, quality, productivity, backlog, staffing, attendance, and employee turnover. Develop staffing plans and schedules that align optimal team coverage with anticipated call volumes and business needs with additional focus during peak periods including January. \nIdentify performance trends, workflow issues, and opportunities to proactively improve the customer experience.\nHandle complex or escalated customer matters when leadership involvement is necessary.\nEnsure compliance with company policies and applicable legal, regulatory, privacy, and quality requirements.\nLeverage AI-enabled tools and data analytics to monitor operational performance against established goals, identify trends and root causes, and translate insights into actions that improve service, quality, and efficiency.\nProcess Improvement & Business Operations\nDevelop and maintain a strong understanding of the company's products, services, customers, and industry to effectively coach employees, support customer interactions, evaluate service quality, and partner with cross-functional teams.\nSupport the implementation and effective use of call center technology, reporting tools, and customer relationship management systems.\nEnsure representatives have the information, systems, and resources needed to serve customers effectively.\nExpected Business Outcomes\nDevelop and sustain a high-performing, engaged customer service organization through effective leadership, coaching, and employee development.\nAchieve or exceed established service level, quality, customer satisfaction, and operational performance goals (supported by quantifiable data) while maintaining a positive customer experience.\nImprove operational efficiency by identifying process improvements, leveraging technology, and implementing best practices that increase productivity and consistency.\nDevelop a knowledgeable and adaptable team by fostering continuous learning of the company's products, services, and evolving business processes.\nLead the organization successfully through growth and change by communicating effectively, managing expectations, and maintaining employee engagement and operational stability.\nRequired Qualifications\nFive or more years of direct experience managing a team of customer service representatives in a call center environment.\nExperience managing supervisors, team leads, or other people managers.\nDemonstrated experience coaching employees, managing performance, and creating accountability within a customer service team.\nExperience establishing, monitoring and improving call center performance metrics.\nExperience with workforce planning, quality assurance, employee training, or process improvement. \nStrong leadership, communication, organizational, and problem-solving skills.\nAbility to analyze performance data and translate findings into practical actions.\nAbility to manage competing priorities in a fast-paced, high-volume environment.\nSound judgment and the ability to handle sensitive employee and customer situations professionally.\nPreferred Qualifications\nExperience leading a growing or changing call center operation.\nExperience selecting, implementing, or optimizing call center technology.\nBachelor’s degree in business administration, management, communications, or a related field, or an equivalent combination of education and relevant experience.\nLeadership Competencies\nThe successful candidate will demonstrate:\nVisible leadership: Maintains a consistent presence with the team and understands day-to-day operating conditions.\nEmployee development: Builds employee capabilities through coaching, feedback, training, and career development.\nAccountability: Establishes measurable expectations and follows through consistently.\nCustomer focus: Makes decisions with the quality and consistency of the customer experience in mind.\nOperational discipline: Uses data, processes, and planning to improve performance.\nAdaptability: Responds effectively to changing call volumes, staffing needs, priorities, and customer expectations.\nCollaboration: Works effectively across departments to solve problems and improve outcomes.\nOn-Site Work Expectation\nThis position is based in Fayetteville, Arkansas, and is expected to work from the office every business day. Regular on-site presence is an essential part of the role because the leader will work directly with the customer service team, provide real-time coaching, monitor operations, and support employee development.\nEqual Employment Opportunity\nZenwork is an equal opportunity employer. Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, or any other status protected by applicable law.","description_format":"text","description_chars":6680,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["RegTech, AML & Compliance","Accounting & Tax Software"],"lifecycle":[{"event":"open","at":"2026-09-26T21:18:42Z"}],"visa":[],"liveness":{"score":59,"band":"ok","label":"Likely open","p_open":1,"p_active":0.815,"p_room":0.72,"age_days":69,"expected_fill_days":195,"reasons":["conf:2","win:mid","crowd:"],"computed_at":"2026-10-20T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/zenwork-senior-manager-customer-success","json_url":"https://alion.io/job/zenwork-senior-manager-customer-success.json","meta":{"generated_at":"2026-10-21T04:06:54Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5997,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-22T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2647561},"rest":"https://alion.io/mcp/rest/get_company?id=2647561"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fzenwork-senior-manager-customer-success"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fzenwork-senior-manager-customer-success"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fzenwork-senior-manager-customer-success"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/zenwork-senior-manager-customer-success\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fzenwork-senior-manager-customer-success"}]}