Customer Care Manager

Are you passionate about customer service and leading others? Winnebago Motorhome is seeking a Manager of Customer Care to join our team based in either Forest City, IA or Eden Prairie, MN with travel to Forest City. The Manager of Customer Care leads a team of 6–8 frontline representatives responsible for managing all post-sale customer interactions with Winnebago. This role ensures that every customer contact, whether by phone, email, or text, is handled with empathy, professionalism, and a commitment to resolution. The Manager fosters a culture of optimism, creativity, and continuous improvement, empowering the team to deliver exceptional service experiences while driving performance through metrics and process discipline.

Day to Day of the Role:

Customer Support Leadership:

• Oversee daily operations of the Customer Care team, ensuring timely and effective responses to all customer inquiries.
• Monitor and coach team performance to meet service level goals and quality standards.
• Strive for consistency, clarity, and empathy in all communications.
• Foster a positive, people-first team culture rooted in kindness, curiosity, and a desire to serve.
• Provide ongoing coaching, feedback, and development opportunities for team members.

Escalated Case Management:

• Serve as the escalation point for complex or sensitive customer issues.
• Collaborate with internal departments to resolve concerns and ensure customer satisfaction.

Process & Performance Management:

• Implement and refine processes to improve efficiency and customer experience.
• Use metrics and analytics to identify trends, drive improvements, and celebrate success.
• Manage customer interactions across phone, email, and text platforms.

Experience and Education:

• 5 years in customer-facing role, preferably with direct experience in automotive, recreational vehicle or similar industry
• Genuinely enjoys helping others and leading teams that do the same.
• Demonstrates empathy, optimism, and a creative approach to problem-solving.
• Excellent verbal and written communication.
• Skilled at active listening and understanding customer needs.
• Comfortable using KPIs to manage performance and identify opportunities.
• Skilled in developing and refining customer service processes.
• Proficient in CRM systems (Salesforce preferred), Excel, and other customer service tools.
• Able to leverage technology to improve team efficiency and customer outcomes.

Winnebago Outdoors is located in beautiful Forest City, IA. This community provides numerous outdoor activities including miles of bike trails, canoeing, golf, 10 parks, and aquatic center. For indoor entertainment enjoy the 630 seat Bowman Fine Arts Center. Only two hours from Minneapolis and an hour and a half from the top ranked hospital in the nation, Mayo Clinic. In addition, Iowa offers a 17% lower cost of housing than the national average. Nearby communities such as Clear Lake and Mason City offer beaches, lakes, breweries, arts, and culture.

By fostering innovation, igniting growth, promoting well-being and connecting with purpose, we cultivate the passion and pride that make both work and play extraordinary. Greatness is in your NATURE.

This posting includes a range of the salary across a geographical market. The base pay for this position ranges from $85,000/year in our lowest geographic market up to $120,000/year in our highest geographic market. Pay is based on a number of factors including market location, internal equity, job-related knowledge, skills, and experience. Dependent on the position other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.winnebagoind.com/careers/total-rewards.