Manager - Customer Care Partner Delivery (Remote)

About Our ClientThe organization is a Denver-based airline serving destinations across the United States and select international markets. It addresses challenges in the air travel industry by providing accessible, practical, and personalized travel experiences. The organization supports all aspects of the travel journey, including operations, maintenance, customer support, and corporate functions, with a focus on delivering safe, reliable, and efficient service.About the OpportunityThe Manager - Customer Care Partner Delivery oversees vendor performance, operational execution, and customer resolution across multiple customer care channels supported by external partners. This role ensures service consistency, policy adherence, and continuous improvement across partner operations. The position directly impacts customer satisfaction, operational efficiency, and the organization’s ability to deliver consistent service at scale.Responsibilities• Manage end-to-end vendor performance and operational outcomes across voice, chat, complaints, back office, specialty support, and other customer care functions.• Lead partner governance routines, including business reviews, performance discussions, and corrective action plans.• Monitor key operational metrics such as service levels, average handle time, abandonment rates, queue health, productivity, first contact resolution, customer satisfaction, and SLA adherence.• Ensure consistent execution of policies, procedures, and customer experience standards across partner sites.• Oversee customer complaints, escalations, high-risk issues, recovery programs, refunds, baggage support, and regulatory workflows.• Identify trends and barriers affecting customer resolution and collaborate with internal teams to improve the customer journey.• Lead operational readiness for product launches, policy changes, system updates, seasonal volume increases, and incident responses.• Coordinate cross-functional communication and risk mitigation during high-volume or high-risk events.• Collaborate with workforce management, quality, training, and knowledge management teams to ensure partner readiness.• Analyze performance data to identify root causes and opportunities for improvement.• Prepare executive summaries and reports on operational performance and status.• Drive process improvements, automation, digital enhancements, and operational standardization.• Support compliance awareness and operational controls related to customer handling and associated programs.Requirements• Experience managing vendor performance and customer care operations.• Demonstrated ability to lead governance and performance management routines.• Strong analytical skills with the ability to interpret operational metrics and identify improvement opportunities.• Experience coordinating cross-functional teams and managing incident responses.• Knowledge of customer service policies, regulatory requirements, and complaint resolution processes.• Strong communication, problem-solving, and stakeholder management skills.• Ability to manage multiple priorities in a fast-paced operational environment.Pay Range and Compensation Package• The pay range and compensation package for this role will be determined based on the candidate’s experience, skills, and other relevant factors.Benefits & Perks• Medical, dental, and vision insurance coverage.• 401(k) retirement savings options.• Paid holidays, vacation time, and sick leave.• Travel privileges on the airline and participating partner airlines.• Employee discounts and travel-related perks.• Hybrid work schedule options for eligible headquarters roles.• Business casual dress options for corporate and support roles.• Employee support programs, including a nonprofit organization dedicated to employee assistance. Equal Opportunity StatementOur client is an equal opportunity employer. They celebrate diversity and are committed to creating an inclusive environment for all employees. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, or national origin. NoteRemoteHunter is not the Employer of Record (EOR) for this role. Our purpose in this opportunity is to connect exceptional candidates with leading employers. We help job seekers worldwide discover roles that match their goals and guide them to complete their full application directly through the hiring company’s career page or ATS.