Specialist - Customer Care Partner Delivery (Remote)
Our client is a Denver-based airline serving destinations across the United States and select international markets. The company operates across airport operations, flight crews, aircraft maintenance, customer support, and corporate functions, focusing on accessibility, practicality, and personalization to enhance safety, reliability, and value for travelers.
About the role
The Specialist - Customer Care Partner Delivery supports daily operations and customer experience consistency across customer care channels managed by partner vendors. This role serves as a key liaison between the organization, third-party vendors, and internal stakeholders to ensure effective service delivery, resolve operational issues, and maintain alignment. The position contributes to customer satisfaction by monitoring performance, coordinating escalations, and supporting process improvements.
Responsibilities
- Monitor daily performance metrics for Voice, Chat, and frontline support channels, identifying risks and operational issues.
- Support vendor leaders with operational execution and consistent customer handling.
- Coordinate with internal teams to support service delivery and operational readiness.
- Oversee back-office and specialty support functions, ensuring SLA adherence and timely resolution.
- Assist with issue research, case visibility, and resolution of complex customer concerns.
- Serve as the operational point of contact for BPO partners, coordinating communication and escalation follow-up.
- Identify operational defects and recommend process improvements.
- Support vendor compliance with policies, procedures, and service requirements.
- Assist with deploying new policies, process changes, and training initiatives.
Requirements
- Experience supporting customer care operations across multiple channels.
- Ability to monitor and analyze performance metrics.
- Strong coordination and communication skills with vendors and internal teams.
- Ability to identify and resolve process gaps and customer-impacting issues.
- Familiarity with operational readiness and change management.