Manager of Customer Care

Responsibilities

• Lead and continuously enhance Carriage's Passion For Service program across the organization.
• Develop and implement customer care strategies, service standards, and hospitality initiatives.
• Establish performance metrics and service expectations for customer-facing teams.
• Evaluate the customer journey and identify opportunities for enhanced hospitality and elevated touchpoints that create memorable customer experiences.
• Partner with internal teams to improve customer-facing processes and overall satisfaction.
• Collect, analyze, and act on customer feedback to drive continuous improvement.
• Design and deliver training programs that reinforce Passion For Service principles, service excellence, and customer care best practices.
• Promote a culture of customer advocacy, empathy, hospitality, and personalized service.
• Develop service recovery practices that strengthen customer relationships and trust.
• Monitor customer experience metrics and recommend improvements that support organizational goals.

Requirements

• Bachelor's degree in Business, Hospitality Management, Communications, Marketing, Organizational Development, or a related field preferred.
• Five or more years of experience in customer service, customer experience, hospitality, training, or employee engagement roles.
• Three or more years of leadership or management experience preferred.
• Proven ability to develop and implement customer experience, hospitality, or service excellence initiatives.
• Experience designing and facilitating training programs and workshops.
• Strong communication, presentation, and relationship-building skills.
• Demonstrated ability to influence and collaborate across multiple departments and levels of the organization.
• Experience analyzing customer feedback and translating insights into actionable improvements.
• Strong organizational, project management, and problem-solving skills.
• High level of emotional intelligence, empathy, and customer-focused decision-making.
• Proficiency with Microsoft Office Suite and customer experience, survey, or feedback platforms preferred.
• Passion for creating exceptional customer experiences and fostering a culture of service excellence.