Senior Manager, Customer Care

Job Summary

The Senior Manager, Customer Care is responsible for the overall performance, strategy, organizational design, and operational maturity of the Customer Care organization across all MoD product lines (PASS, FLEX, ParaCutter, etc.). This role also manages and develops the Managers and Team Leads within Customer Care, drives consistent service delivery and customer satisfaction org-wide, and partners with Development, Product, and other MoD leadership to scale support as the business grows.

Responsibilities

• Set the strategic direction, operating model, and priorities for Customer Care across all MoD product lines
• Define and monitor organization-wide scorecards, SLOs, and KPIs, holding leaders accountable for performance
• Partner with Product, Customer Innovation & Strategy, Customer Success, and Development leadership to improve retention, customer outcomes, and advocacy
• Represent Customer Care in leadership forums, providing data-driven insights on business performance, customer health, operational risk, and investment priorities
• Define and execute the Customer Care AI and automation strategy, ensuring measurable improvements in customer experience, employee productivity, and operational scalability
• Serve as the final escalation point for complex, high-severity, or executive-level customer issues
• Build and maintain executive relationships with strategic customers
• Identify systemic issues impacting customer experience and lead cross-functional corrective actions
• Advocate for the voice of the customer across the organization
• Standardize processes, tools, and service delivery practices across Customer Care
• Champion AI, automation, predictive analytics, self-service, and knowledge management capabilities that reduce effort, improve service quality, and increase team productivity
• Leverage customer, operational, and product telemetry to anticipate demand, identify risks, and improve service quality
• Drive continuous improvement initiatives that increase scalability, productivity, and customer satisfaction
• Establish feedback loops that transform customer feedback, support trends, and operational insights into measurable product, process, and service improvements
• Talent & Organizational Development
• Lead, develop, and mentor Managers and Team Leads across Customer Care
• Own workforce planning, organizational design, hiring strategy, and succession planning
• Establish leadership development, onboarding, training, and career-pathing programs
• Foster a culture of accountability, customer-centricity, innovation, and continuous learning
• Conduct performance management and ensure alignment of individual, team, and organizational goals
• Financial & Resource Management
• Own Customer Care budget planning and management, including staffing, technology, tools, and vendor investments
• Forecast resource requirements based on growth, customer demand, product expansion, and strategic initiatives
• Evaluate and prioritize investments that improve efficiency, scalability, and customer outcomes
• Ensure effective allocation of people, processes, and technology resources across the department

Qualifications

• 8+ years of progressive leadership experience in customer support/care, including managing managers or multiple teams
• Proven experience owning budgets, headcount planning, and resource allocation
• Demonstrated ability to build and execute customer care strategy across multiple product lines
• Strong executive presence; experience representing a department to senior/GM-level leadership and key customer accounts
• Demonstrated success leading organizational change, service transformations, or business process improvement initiatives
• Experience leading geographically distributed and/or remote teams
• Track record of developing people managers and building leadership pipelines
• Experience leading AI, automation, digital transformation, or knowledge management initiatives within a customer-facing organization
• Familiarity with modern AI-powered support technologies, customer service platforms, analytics tools, and workflow automation solutions
• Working knowledge of MoD-specific products (PASS, FLEX, ParaCutter) or comparable transit/paratransit software
• Bachelor's degree in related discipline or equivalent combination of education/experience
• Transit, paratransit, or public sector technology experience a strong asset but not required
• Proficiency in CRM systems and MS Office applications