Sr. Customer Care Manager

Job Description

Job Description

COMPANY DESCRIPTION

At AirLife, we are dedicated to improving the quality of every breath. Excellence with Every Breath is not just a tag line, but the way we work and take care of our customers. With a mindset to evolve, innovate, and grow, we are a premier manufacturer of the highest-quality and market-leading breathing consumables. This growth philosophy has positioned us to increase our global footprint and business reach, impacting even more people around the world. Our expanding family of the most trusted brands offers a product portfolio that spans the continuum of care from first responder to home care, with safety, patient comfort, and clinical performance in mind. Collective expertise allows us to provide quality products and experiences to our patients, customers, and our people. Our values of Customer first, Differentiate with our People, Bias for Action, Continuous Improvement and Accountability define who we are and how we work. Join us!

POSITION SUMMARY

The Senior Customer Care Manager is responsible for leading and optimizing the customer service function to ensure exceptional customer satisfaction, operational efficiency, and team performance. This role oversees service strategy, manages escalations, and drives continuous improvement across all customer touchpoints. The manager acts as a key liaison between customer service and other departments to align service delivery with organizational goals. Additionally, this role closely analyzes key performance metrics to identify trends and take proactive, preventive actions that improve customer experience and avoid potential issues.

POSITION QUALIFICATIONS

Knowledge, Skills, & Abilities :

• Proven ability to manage high-volume customer interactions and resolve complex issues.
• Strong interpersonal skills and a customer-first mindset.
• Ability to balance strategic vision with hands-on execution.
• Solid analytical, problem-solving, and conflict-resolution skills.
• Strong leadership and team development capabilities.
• Experience working in cross-functional teams and fast-paced environments.
• Understanding of Lean manufacturing and Six Sigma concepts.
• Computer usage : intermediate / advanced (Word, Excel, PowerPoint, etc.) and ERP systems.
• Bilingual skills (Spanish / English) are a plus.

Level of Experience :

Level of Education :

Travel :

As the business needs.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Line Manager Duties :

Individual Contributor Duties :

OTHER RESPONSIBILITIES

QUALITY POLICY

At AirLife, Quality is our promise. It is our commitment to customer satisfaction and our dedication to product excellence in an evolving global healthcare market. This promise is kept through a continuously improving and effective Quality Management System and compliance to Regulatory Requirements.

DEIA STATEMENT

At AirLife, we are committed to building a diverse workforce and an inclusive workplace that reflects the communities and customers we serve. We believe our philosophy on Diversity, Equity, Inclusion, and Advancement (DEIA) encourages excellence and equips us to serve an evolving global marketplace.

Please note :  The responsibilities outlined above are not exhaustive and may evolve over time. The role holder may be required to undertake additional duties as reasonably expected to meet the needs of the company.