Manager, Contact Support Center

About the role

Piper Companies is seeking a Manager, Contact Support Center to join a growing client in the insurance and financial services industry in the Raleigh-Durham, NC area. The role requires you to sit onsite 3 days a week and is ideal for a hands-on leader who thrives in a fast-paced environment and is comfortable managing multiple operational functions while driving team performance and accountability.

Responsibilities

• Oversee daily operations across multiple service-focused departments, ensuring alignment, efficiency, and high-quality service delivery.
• Directly manage and develop department leaders, providing coaching, performance feedback, and strategic guidance.
• Step into frontline workflows as needed to support teams, resolve escalations, and maintain operational continuity.
• Identify process gaps and implement improvements to enhance productivity, service levels, and customer experience.
• Partner with executive leadership to drive initiatives that support organizational growth and operational excellence.

Requirements

• Bachelor’s degree required
• Prior experience in a contact center, insurance, or financial services environment
• 5+ years of successful leadership managing customer service associates
• Ability to work core hours of 9:00 AM – 6:00 PM with a hybrid schedule (3 days onsite in Raleigh-Durham, NC)

Pay

$80,000 - $105,000 annually

Benefits

• Full Comprehensive Benefits: Health, Vision, Dental
• PTO
• Paid Holiday and Sick Leave if Required by Law

Schedule

Hybrid work schedule (3 days onsite)