Customer Care Manager

Key Responsibilities:

• Act as a primary point of contact for global operations, supporting Practice Groups, Operating Groups, and People & Culture teams with escalations and stakeholder concerns.
• Proactively manage expectations and support high-quality service delivery and stakeholder satisfaction.
• Develop and maintain communication materials, training resources, process maps, and other documentation to support understanding of processes and responsibilities.
• Collect and analyze stakeholder feedback to identify trends, pain points, and improvement opportunities.
• Establish and monitor KPIs related to stakeholder satisfaction and engagement.
• Collaborate with Talent Acquisition, People Experience, and Learning & Development teams to align hiring, onboarding, and training strategies.
• Manage multiple priorities and complex workflows while supporting global operations across different time zones.

Key Requirements:

• Bachelor's degree from an accredited institution; advanced degree in Business, HR, or a related field is a plus 10+ years of experience in client relationship management, customer experience, or operational leadership
• Strong stakeholder management and relationship-building skills
• Excellent analytical skills with experience in dashboards, KPIs, and actionable reporting
• High proficiency in Microsoft Excel, including pivot tables, VLOOKUPs, and data modeling
• Proficiency in PowerPoint and Microsoft Teams or similar collaboration tools Strong written and verbal communication skills
• Experience presenting information to senior leadership
• Ability to manage multiple priorities and complex workflows in a fast-paced environment
• Comfortable working across time zones and occasionally outside standard business hours