Senior Manager, Customer Care

Position Summary

The Senior Manager, Customer Care provides strategic leadership and technical oversight for the Council’s centralized customer support hub. This role ensures timely, accurate, and high-quality support across all channels while setting the standard for leadership, maturity, and accountability. The Senior Manager oversees staff training, performance, technical skills development, and data integrity, leads critical processes such as system troubleshooting, event and product builds, registrations, and data auditing, and drives collaboration across all Council departments.

At Girl Scouts of Eastern Missouri, most of our roles work in a hybrid capacity (in office, remote, and/or in the field). The current schedule expectation for this role is 3 days in office and 2 days working remote each week (subject to change at management discretion or operational need).

Girl Scouts of Eastern Missouri offers a robust benefit package to full-time employees including health, dental, vision, life insurance, disability, health reimbursement account, flexible spending account, voluntary plans (critical illness, accident, hospital indemnity, cancer, pet insurance, ID theft, and legal protection), a 403(b) retirement plan with company match, paid holidays including a winter break, paid time off, extended illness bank, parental leave, employee assistance program, a hybrid work environment, and more! Put your passion into action with Girl Scouts of Eastern Missouri!

The position is full time with a competitive hiring salary range of $57,412 - $67,459/year!

Essential Job Duties

• Provide strong, visible leadership that models professionalism, maturity, accountability, and a commitment to exceptional service.
• Supervise, coach, and mentor customer service staff, ensuring clear performance expectations, ongoing feedback, and opportunities for professional growth.
• Manage all customer service operations to ensure prompt, accurate, and professional support through phone, email, chat, CRM systems, and walk-in service.
• Monitor team call volume, response times, resolution rates, and other key metrics to track performance and coach staff, adjust workflows, and implement strategies to improve efficiency and service quality.
• Lead onboarding and advanced training programs, including regular technical and customer service training to maintain a highly skilled, confident, and informed team.
• Make high-level decisions to guide the team through complex or urgent situations; act as the senior escalation point for technical and customer service issues.
• Establish benchmarks and productivity standards for the team, setting clear expectations for call handling, case resolution, and customer satisfaction.
• Develop annual department goals and operational plans informed by data, performance trends, and organizational priorities.
• Track key performance indicators (KPIs) and use metrics to drive accountability, operational improvements, and team benchmarks.
• Establish the annual department budget and manage the day-to-day departmental expenses, reporting and explaining material variances. 
• Serve as a strategic advisor to internal teams regarding customer needs, system improvements, communication strategies, and workflow enhancements.
• Ensure overall compliance with any applicable internal policies, guidelines and funding source regulations.
• Manage/oversee team workload and activities of assigned team, ensuring team is sufficiently qualified and trained to perform their duties to a high standard. 
• Serve as a collaborative team member, working to advance the mission of Girl Scouts
• Perform other duties as required and/or assigned.

Qualifications

• Bachelor’s degree preferred; equivalent experience accepted.
• 5 years of progressive experience in customer service, technical support, call center management, or related field.
• 4 years of experience supervising or managing a team, preferably in a complex or high-volume environment.
• Experience managing technical systems, CRM platforms, or complex customer databases required.
• Salesforce or similar CRM experience strongly preferred.
• Nonprofit, youth-serving, or mission-driven experience a plus.

Knowledge, Skills, and Abilities

• Strong leadership presence with the maturity to make difficult decisions, handle conflict, and guide teams through challenges.
• Advanced technical proficiency in CRM systems, registration platforms, and troubleshooting system errors.
• Exceptional communication skills with the ability to simplify complex information for staff and members.
• Strong analytical and problem-solving abilities; comfortable working with data, reports, and performance metrics.
• Highly organized with the ability to manage multiple priorities, deadlines, and team needs simultaneously.
• Demonstrated commitment to accuracy, confidentiality, and high-quality customer service.
• Adaptability and openness to evolving processes, technologies, and organizational needs.
• Proficient in Microsoft Office programs and other general office equipment.
• Demonstrated ability to manage multiple tasks and priorities in a fast-paced, dynamic environment.
• Professionalism, discretion, and sound judgment when handling confidential or sensitive information.
• Ability to work some evenings and weekends as needed.

Physical Demands

While performing the duties of this job, the employee:

Must be able to remain in a stationary position 75% of the time.

Constantly operates a computer and other office productivity machinery such as a calculator, copier, and computer printer.

Occasionally positions self to maintain files in file cabinets.

Must be able to communicate information and ideas so others will understand.

Must be able to exchange accurate information.

The ability to observe details at close range (within a few feet of the observer).

Work Environment

Constantly works in an indoor professional office environment. Exposed to moderate noise levels.

Supervisory Responsibility

This position has direct reporting responsibilities.

Our Commitment to Diversity, Equity, and Inclusion

At Girl Scouts of Eastern Missouri, we are committed to our future and what that looks like for all girls everywhere. We recognize that each employee and each member has unique experiences, perspectives, identities, and viewpoints that add value to our inclusive community. We are a proud Equal Opportunity Employer and we encourage applicants from diverse backgrounds to apply.

Salary : $57,412 - $67,459