Senior Manager, Customer Care

Remote – US based candidates only, no visa sponsorship available

About the role

Lead work at the intersection of data, AI-enabled capabilities, and scalable technology delivery. Partner with business, technical, and operational stakeholders to build reporting, surface trends, and translate analysis into action. Strengthen data-driven execution and help teams focus on the metrics that matter most within a technology-driven environment.

Responsibilities

• Set strategic direction and priorities for Customer Care across all products
• Define and monitor performance metrics and hold teams accountable
• Collaborate with leaders to enhance customer outcomes and retention
• Represent Customer Care in leadership discussions with data-driven insights
• Execute AI and automation strategies to enhance customer experience and operational scalability
• Serve as final escalation point for complex customer issues
• Build executive relationships with strategic customers and advocate for their voice
• Standardize service delivery practices and champion innovative tools

Qualifications

• 8+ years in customer support leadership, managing multiple teams
• Experience with budget ownership and resource allocation
• Ability to develop and execute customer care strategies for diverse products
• Strong executive presence for senior leadership and key accounts
• Proven track record in leading organizational changes and service improvements
• Experience with remote team management
• Knowledge of AI, automation, and digital transformation in customer support
• Familiarity with MoD products or similar technology in transit and paratransit sectors

Pay

$100,000 – $130,000 annually

Benefits

• Remote work flexibility within Canada/US
• Professional development and leadership training
• Supportive organizational culture fostering innovation and accountability
• A chance to impact customer experience at strategic levels
• Opportunities for cross-department collaboration and growth