Senior Manager, Customer Care

We are seeking a Sr Manager, Customer Care to lead a team of nine customer care team members and provide leadership to deliver high-quality customer care, ensure operational excellence, and drive strong team performance.

Requirements

• Minimum of 6 years of progressive experience in customer care, customer support, or customer operations roles.
• Ability to obtain and maintain federal security clearance, as required by customer contracts.
• Ability to manage team members who work across different products
• Experience leading customer care teams and managing day-to-day support operations.
• Experience supporting state, federal, or other regulated public-sector customers preferred.
• Ability to manage and improve performance using service metrics and KPIs.
• Strong coaching, communication, and problem-solving skills.
• Experience working with globally distributed or international teams.
• Ability to work effectively in a cross-functional, matrixed environment.
• Experience leveraging automation, AI, or analytics to improve customer care performance and processes.
• Willingness to work in a hybrid environment with regular presence in the Bloomington, Indiana office and occasional travel as needed.

Benefits

• Comprehensive benefits package effective the first of the month after hire
• Matching 401(k) retirement plan
• Healthy work-life balance with flexible work arrangements and generous time off
• Generous referral incentive program
• Tuition Reimbursement Program
• Pet Insurance
• OnePass Gym/Wellness Discount Program
• Calm Health-Employee Membership
• Company social events
• Employee Resource Groups
• Philanthropic opportunities