Customer Care Manager - Call Center Operations, US Remote

Description

Become the Best Part of PMP Management!

PMP is seeking a motivated, detailed, communicative, and personable professional for the coveted role of Customer Care Manager.

Who We Are

Property Management Professionals (PMP) is an industry-leading association management firm providing extraordinary services to common interest developments throughout Southern California, Texas, and Utah. PMP delivers a level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms.

PMP is one of the fastest-growing management firms which provides our team members a unique opportunity to evolve and grow their careers. Our people-centric culture attracts and retains the industry’s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half.

To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below:

Instagram/pmpmanage

facebook/pmpmanage

linkedin/company/pmpmanagement

Who We’re Looking For

PMP is looking for energetic, passionate, personable, and detail-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients.

Position Summary

PMP is seeking a Customer Care Manager to lead our Customer Care and Access operations across a distributed team. This role is responsible for day-to-day performance across phone, chat, and action-item workflows while ensuring service levels, quality, productivity, and customer experience remain strong. The Manager will lead through clear expectations, coaching, data-driven decision-making, and consistent follow-through.

The team includes remote employees in Mexico and the Philippines, along with in-office employees in Valencia, CA. The right candidate must be highly effective in managing remote and in-office team members across locations, time zones, and working styles.

Key Responsibilities

Contact Center Operations

• Lead daily operations across phone queues, live chat, and action-item workflows, with a strong focus on prompt response times, consistent coverage, and stable service levels.
• Monitor queue performance, workload, attendance, and adherence; adjust priorities and coverage as needed to protect the customer experience.
• Ensure downtime between calls or chats is used productively to complete action items and prevent aging or past-due backlogs.
• Support recovery plans during call spikes, backlog increases, system issues, or other operational disruptions.
  
  

People Leadership

• Lead, coach, and develop the Care Team Lead, Access Team Lead, and frontline team members through clear expectations and consistent accountability.
• Conduct regular 1:1s, provide performance feedback, recognize strong performance, and address performance, attendance, or conduct issues in partnership with HR as needed.
• Create a positive, high-accountability culture for a distributed team, including remote staff and in-office staff.
• Support hiring, onboarding, training readiness, and retention in partnership with the VP, HR, and Recruiting.
  
  

Quality, Training, and Process

• Partner with the Care Team Lead to maintain effective QA, audit, calibration, training, and knowledge-management practices.
• Ensure team members follow approved policies, job aids, escalation standards, and documentation expectations.
• Identify recurring issues, process gaps, and repeat contact drivers; coordinate practical fixes with internal stakeholders.
• Ensure process changes are communicated clearly and adopted consistently across all locations.
  
  

Access and Reputation

• Oversee Access operations, including access/device and amenity-related workflows, turnaround expectations, escalations, and reporting needs.
• Support reputation management by ensuring Google, Yelp, and BBB reviews are monitored, responded to, escalated, or disputed when appropriate.
• Maintain the approved recognition and customer-experience cadence, including programs such as the Raving Fan challenge.
  
  

Reporting and Improvement

• Use performance data to identify trends, risks, staffing needs, process issues, and opportunities to improve service quality and efficiency.
• Provide regular performance updates to the VP covering service levels, backlog health, quality, productivity, customer experience, and key risks.
• Recommend improvements to schedules, staffing, tools, workflows, and team structure based on business needs and data.
  
  

Success Measures

Success will be measured by the overall health and consistency of the operation. Examples include service level performance, average speed of answer/hold time (including a goal of keeping average speed of answer at or below 30 seconds), action-item aging, quality and accuracy, productivity, adherence, team engagement, and customer/reputation trends. Final KPI targets may be adjusted based on business needs.

Required Qualifications

• 5 years of customer support, customer care, or contact center operations experience, including at least 2 years in a people-leadership role.
• Proven experience leading queue-based operations and improving measurable results such as service levels, productivity, quality, backlog, and customer experience.
• Experience managing distributed or remote teams, with the ability to drive performance without relying on in-person supervision.
• Strong coaching, accountability, and documentation skills, including comfort addressing performance or conduct concerns professionally.
• Ability to partner appropriately with HR on sensitive people matters, including corrective action, employee complaints, leaves/accommodations, and other compliance-related issues.
• Experience managing multi-channel support, including voice plus written workflows such as chat, email, tickets, or action items.
• Strong analytical skills and comfort using reports, dashboards, and operational data to make decisions.
• Excellent written and verbal English communication skills, with the ability to communicate clearly with employees, leaders, customers, and cross-functional partners.
• Ability to work effectively in a fast-paced, policy-driven environment with close attention to detail and follow-through.
• Authorized to work in the United States.
  
  

Preferred Qualifications

• Experience in HOA, property management, real estate, or another complex service environment.
• Experience with contact center phone systems, chat tools, ticketing/workflow platforms, QA tools, and Microsoft 365; 3CX or Vantaca experience is a plus
• Workforce management experience, including forecasting, scheduling, intraday coverage, or capacity planning.
• Experience with online reputation management and customer-experience programs.
• Bilingual English/Spanish is a plus.
  
  

Education

• Bachelor’s degree in Business, Communications, Operations, or a related field preferred.
• Equivalent combination of education and relevant leadership experience will be considered.
  
  

Work Environment and Expectations

• Remote U.S. role with regular availability during Pacific Time business hours. Occasional schedule flexibility may be needed during major incidents, recovery periods, or business-critical needs.
• Must maintain a reliable, professional remote work environment with strong internet connectivity and the ability to lead meetings, coaching sessions, and performance discussions virtually.
• Must be comfortable managing employees across multiple locations and work arrangements, including remote team members in Mexico and the Philippines and in-office team members in Valencia, CA.
• This job description is not intended to be all-inclusive. Responsibilities may be adjusted based on business needs.
  
  

Requirements

Must be available for Customer-facing coverage from 6:00 AM- 5:30 PM Pacific Time