Manager, Customer Success, Quality, Training

Job not on LinkedIn

🔥 7 minutes ago

🐊 Florida – Remote

🐊 Florida – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Kobie

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 1990

💼 Consulting

🏨 Hospitality

📦 Logistics

Consulting • Hospitality • Logistics

Kobie is a global, market-leading, end-to-end loyalty solutions provider for the world’s most successful brands. With strategy-led technology, Kobie is consistently named an industry leader by Forrester, with a mission of growing value through loyalty. The company specializes in transforming complex customer data into actionable insights and employs composable technology, human-guided AI, and strategic services to enable loyalty outcomes across various sectors including retail, travel and hospitality, financial services, entertainment, QSR, and telecom. Its Kobie Alchemy® Loyalty Cloud platform delivers and measures loyalty experiences that set brands apart.

📋 Description

• Manage, lead, and continuously improve Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center • Lead and develop Quality Assurance Analysts, Trainers, and Customer Success Specialists • Conduct performance evaluations, coaching, development planning, interviewing, hiring recommendations, and performance management • Establish performance expectations and accountability for individual and team responsibilities • Ensure frontline agents have the training, resources, tools, and support needed to deliver exceptional customer experiences • Develop and enhance onboarding, continuing education, certification, and client-specific training programs • Measure training effectiveness and drive scalability through automation, digital learning, self-service tools, and innovative instructional design • Own Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards • Analyze quality trends and partner with Operations Leadership on performance opportunities and improvement plans • Lead customer escalations, issue research, and operational support activities • Maintain Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles • Develop AI-powered support tools, chatbot content, and self-service solutions • Partner with Account Leaders to keep knowledge content accurate and aligned with client requirements • Identify automation and efficiency opportunities to improve organizational scalability • Support client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning • Foster accountability, innovation, continuous learning, ownership, and customer-first decision-making • Develop future leaders through coaching, mentoring, and career development • Serve as the primary operational escalation point before Senior Director involvement • Inform the Senior Director of material risks with documentation, business impacts, and recommended solutions • Manage daily operations while building a scalable, automated, future-ready organization

🎯 Requirements

• Bachelor's Degree or equivalent business experience preferred • Five or more years of leadership experience in quality assurance, training, customer success, contact center operations, workforce development, or related fields preferred • Demonstrated ability to coach, develop, and inspire teams while holding individuals accountable for performance, engagement, and business results • Ability to analyze operational data, training effectiveness, quality trends, and customer feedback to identify opportunities, risks, and solutions • Experience with learning management systems, knowledge management tools, quality monitoring platforms, reporting tools, artificial intelligence solutions, and process automation preferred • Strong work ethic and willingness to go the extra mile • Customer-first mindset • Exceptional communication and coaching skills • Proactive and solutions-oriented approach • Ability to navigate difficult conversations effectively • High degree of autonomy and ownership • Continuous improvement mindset • Innovation and AI-forward thinking • Strong organizational and leadership skills

🏖️ Benefits

• Flexible Time Off to recharge when needed • Nine Company-Wide Holidays • A diverse suite of benefits prioritizing your growth, development, and personal well-being • Flexible work environment and remote work • Periodic travel to support business objectives, team collaboration, customer engagements, training, and company events