Customer Care Manager – Call Center Operations

Job not on LinkedIn

🕒 June 23

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

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PMP Management

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

💼 Consulting

🏠 Real Estate

B2B • Consulting • Real Estate

PMP Management is a property management firm focused on revolutionizing the community management experience through innovative services and extraordinary customer care. With a foundation built on Fortune 500 experience, the company offers a proactive, value-added approach to community association management, condominium management, and homeowners associations. The team is comprised of seasoned professionals from leading builders and developers, delivering exceptional client services and expertise aimed at enriching community lives. Innovation and technology are key drivers of their operations, featuring tools like custom community websites for streamlined management and communication.

📋 Description

• Lead daily operations across phone queues, live chat, and action-item workflows • Monitor queue performance, workload, attendance, and adherence • Ensure downtime is used productively to complete action items • Support recovery plans during call spikes and operational disruptions • Lead and develop the Care Team and frontline team members • Conduct regular 1:1s and provide performance feedback • Partner with the Care Team Lead to maintain effective QA and training practices • Oversee Access operations and support reputation management • Use performance data to identify trends and improvement opportunities

🎯 Requirements

• 5+ years of customer support, customer care, or contact center operations experience • Proven experience leading queue-based operations • Experience managing distributed or remote teams • Strong coaching, accountability, and documentation skills • Ability to partner appropriately with HR on sensitive people matters • Experience managing multi-channel support • Strong analytical skills • Excellent written and verbal English communication skills • Ability to work effectively in a fast-paced environment • Authorized to work in the United States

🏖️ Benefits

• People-centric culture • Opportunities for career growth and development • Performance feedback and recognition programs