Senior Manager, Customer Care

🕒 July 16

🏄 California – Remote

🏄 California – Remote

⏰ Full Time

🟠 Senior

💝 Customer Support

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Trapeze Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🚗 Transport

☁️ SaaS

🤝 B2B

Transport • SaaS • B2B

Trapeze Group is a provider of integrated transit technology and software for public transportation agencies. Its solutions include enterprise asset management for bus and rail, fixed-route planning and scheduling, route optimization, traveler experience (real-time passenger information and trip planning), mobility-on-demand and paratransit, workforce and operations management, risk/incident and safety compliance, bus stop and electric vehicle integration, plus training and services. Trapeze serves transit agencies (100+ cited) with enterprise-grade software and services to improve reliability, planning, operations, and rider experience.

📋 Description

• Set the strategic direction, operating model, and priorities for Customer Care across all MoD product lines • Define and monitor organization-wide scorecards, SLOs, and KPIs, holding leaders accountable for performance • Partner with Product, Customer Innovation & Strategy, Customer Success, and Development leadership to improve retention, customer outcomes, and advocacy • Serve as the final escalation point for complex, high-severity, or executive-level customer issues • Partner with Product, Development, Sales, and Customer Success leaders to resolve customer challenges and drive successful outcomes • Build and maintain executive relationships with strategic customers • Standardize processes, tools, and service delivery practices across Customer Care • Champion AI, automation, predictive analytics, self-service, and knowledge management capabilities that reduce effort, improve service quality, and increase team productivity • Lead, develop, and mentor Managers and Team Leads across Customer Care • Own Customer Care budget planning and management, including staffing, technology, tools, and vendor investments

🎯 Requirements

• 8+ years of progressive leadership experience in customer support/care • Proven experience owning budgets, headcount planning, and resource allocation • Demonstrated ability to build and execute customer care strategy across multiple product lines • Strong executive presence; experience representing a department to senior/GM-level leadership and key customer accounts • Demonstrated success leading organizational change, service transformations, or business process improvement initiatives. • Experience leading geographically distributed and/or remote teams. • Track record of developing people managers and building leadership pipelines • Experience leading AI, automation, digital transformation, or knowledge management initiatives within a customer-facing organization • Familiarity with modern AI-powered support technologies, customer service platforms, analytics tools, and workflow automation solutions • Working knowledge of MoD-specific products (PASS, FLEX, ParaCutter) or comparable transit/paratransit software • Bachelor's degree in related discipline or equivalent combination of education/experience

🏖️ Benefits

• Health insurance • Professional development opportunities • Flexible working hours