-Commercial Customer Care Service Excellence Manager

Commercial Customer Care Service Excellence Manager

Shaw Industries is seeking a Service Excellence Manager to lead and elevate our Customer Service Operations through smart workforce planning, insightful performance management, impactful training delivery, and continuous process improvement. This role also owns our service quality framework, ensuring we consistently deliver a world-class customer experience.

You will directly lead four key functionsTraining & Development, Workforce Management, Quality Assurance, and Process Engineeringwhile serving as the primary business contact for our IT partners supporting systems and tools that power customer service.

This is an ideal role for a strategic and detail-oriented leader who thrives in operational complexity, is passionate about people development, and is relentless about service excellence.

Responsibilities :

• Lead, coach, and develop the Training, WFM, Quality, and Process teams to deliver consistent, high-impact support across Customer Service.
• Foster a culture of continuous improvement, collaboration, and customer-centric thinking.
• Act as a thought partner to Customer Service leadership to align support functions with operational and strategic goals.
• Oversee short- and long-term forecasting, scheduling, and real-time management across multiple customer-facing teams.
• Optimize staffing models to meet service level and productivity targets.
• Monitor intraday performance and work closely with Ops leaders to quickly respond to demand changes.
• Own the development and execution of onboarding, upskilling, and ongoing training programs.
• Ensure training content is effective, current, and aligned to operational goals.
• Partner with frontline leaders and QA to identify learning needs and improve readiness.
• Lead the Quality team responsible for call calibration, service audits, and sentiment reporting.
• Evolve our quality program to include actionable insights that inform coaching, training, and process changes.
• Promote alignment through regular calibration sessions and frontline engagement.
• Lead efforts to map, analyze, and improve service processes across channels and customer journeys.
• Champion automation, simplification, and efficiency without sacrificing customer experience.
• Oversee document control practices, ensuring all standard operating procedures (SOPs), training content, and quality guidelines are up to date, version-controlled, and easily accessible.
• Maintain a central repository for service process documentation with clear ownership, governance, and review cadences.
• Act as the primary Customer Service business contact for IT and system-related initiatives.
• Translate operational needs into business requirements and ensure prioritization of high-impact changes.
• Support tool optimization, incident resolution, and user experience improvements.

Qualifications :

Competencies :

Work Shift : 8 Hr non-rotating shift, Hrs fall to in punch day, Observed Calendar, shift starts AM

Shaw Industries is an equal opportunity employer as to all protected groups, including protected veterans and individuals with disabilities.