Manager, Customer Care

Classification: Exempt, Non-Bargaining

This is a hybrid position.

At Fidium, we are looking for a strong Manager, Customer Care to lead our team of Supervisors located at our call center location in Woodland, TX.

If you have proven experience in delivering an exceptional customer experience while creating a positive, high performance, operationally efficient environment for employees, we want to talk to you. This role will balance business goals with employee engagement, using day to day coaching, clear expectations, and data to drive results in productivity, efficiency, quality, NPS, attendance, and process improvement opportunities.

The ideal candidate is a hands-on people leader who models our company values, develops others, and builds a culture where people feel supported, accountable, and proud of the work they do. This is a full-time salaried position and may require evening or weekend support at times based on business needs. This role is onsite at our Woodlands, TX office.

• Lead and manage a team of Supervisors and agents across multiple skills, queues & offline functions to meet or exceed KPI goals and deliver an exceptional customer experience.

• Set clear expectations around performance, behavior, attendance, and service standards, and hold the team accountable in a fair and consistent way.

• Model and reinforce our core values, including One team; One purpose; Continuously improve and explore new ideas; Bring our best, and foster a strong, inclusive team culture.

• Customer centric - build a culture of customer advocacy, ensuring every interaction reflects a deep understanding of customer needs and aligns with company values.

• Provide regular 1:1s, coaching, team meetings and call/case reviews to improve skills, quality, and the customer experience, and support team members with career growth, development plans and opportunities.

• Handle escalated and complex customer issues, ensuring timely and thoughtful resolution.

• Own team performance results for productivity, efficiency, quality, NPS, attendance, and identified process improvement opportunities. Own the customer experience.

• Use reports and dashboards to understand forecasts, KPI trends, behavioral coach gaps, and recommend improvements to systems, workflows and processes.

• Partner and collaborate with partner teams and leaders to share customer insights and improve the customer and employee experience.

• Support hiring, interviewing, and onboarding to ensure new hires receive structured training and clear expectations.

• Oversees the day-to-day workflow of the department.

• Provides constructive and timely performance evaluations.

• Handles discipline and termination of employees as needed and in accordance with company and union policy.

• Recruits, interviews, hires, and trains new staff within the department, when needed.

• Bachelor's degree in business management or call center leadership experience.

• Minimum 5 years of experience in a call center or contact center environment.

• Minimum 2 years of managerial experience in a call center is required.

• Experience managing performance using metrics such as productivity, efficiency, quality, NPS, attendance, and KPI goals.

• Proficiency with the Genesys platform.

• Proficient in Microsoft tools.

• Strong people leadership skills, including behavioral coaching, feedback, performance management, conflict resolution and leadership development.

• Excellent verbal and written communication skills, strong organization, and attention to detail.

• Passion for customer service, developing others, and building a high performance, values driven team culture.

Minimal travel may be required.

We are proud to offer a comprehensive and competitive benefits package:

• 401(k) matching
• Medical, Rx, Dental and Vision insurance
• Disability insurance
• Flexible spending account
• Health savings account
• Life insurance
• Tuition reimbursement
• Paid vacation and personal days
• Paid holidays
• Employee Assistance Program
• Annual bonus program to eligible employee's based upon organization performance

Pay range (commensurate with skills and experience): $63,023 - $95,519

Physical Requirements:

In office, outdoors, or hybrid.

Physical demands are minimal and generally consistent with the performance of routine office duties. The majority of the day is spent sitting at a desk, working with computers, printers, files, and standard office equipment. Movement is required in the use of office equipment, supply locations, files, and other work locations and meeting rooms. Lifting, generally less than 20 pounds occasionally required for transporting boxes, materials and office supplies. Must be able to communicate effectively to perform job tasks.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, sexual orientation, national origin, marital status, familial status, genetics, disability, age, veteran status or any other characteristic protected by law.