Manager, Customer Service and Quality Assurance

About the role

Join a strong community where all we do is care-for the children and families we serve every day, as well as for our dedicated team members. Our people are our best asset. We listen and we know what you're looking for: You want benefits. We support you with a minimum 50% childcare discount, immediate access to benefits, innovative health programs, 401(k) company match, and much more. You want balance. We offer flexible schedules that work for you, no nights or weekends, the ability to bring your children to work with you, and paid time off. You want opportunity. We invest in your future with ongoing training, tuition reimbursement, credential assistance, and our unique Master Teacher Program. You want recognition. We provide a positive, fun workplace where employees are appreciated.

Position Summary: The Manager, Customer Service & Quality Assurance leads the Customer Care team and oversees service quality, operational performance, and escalation resolution for internal and third-party customer support operations. This role is responsible for coaching and developing team members, monitoring contact center performance, managing quality assurance, and partnering with call center leadership to support consistent service delivery. The Manager ensures customer care work is performed in a timely, consistent, and customer-focused manner through clear expectations, actionable reporting, documented procedures, and continuous process improvement.

Responsibilities

• Lead, coach, and develop the Customer Care Coordinator team to achieve established performance, quality, and service standards.
• Establish performance expectations, conduct regular one-on-one meetings and performance reviews, and address performance gaps through timely coaching and improvement plans.
• Oversee quality assurance and performance monitoring for the internal Customer Care team and third-party call center partner, including calibration and scoring consistency.
• Investigate escalated customer issues, determine root causes, coordinate resolution, and ensure appropriate follow-up with internal and external partners.
• Monitor queue health, service levels, volume, quality, and other key performance indicators; identify trends and take action to address operational issues.
• Analyze contact center reporting and provide the Director with clear, actionable updates on performance, risks, and improvement opportunities.
• Partner with the third-party call center leadership team to communicate expectations, provide performance feedback, and support