Inbound Customer Care, Manager

Role Summary

Inbound Customer Care, Manager

The Inbound Customer Care Manager oversees a team of customer care representatives to deliver gold standard inbound support, drive timely order fulfillment, resolve issues, and engage proactively with customers. Acts as a liaison between Operations, Sales Leadership, and Marketing to foster excellence, accountability, and proactive communication, including supervision of all customer support activities and coaching for team development.

Responsibilities

• Lead, mentor, and develop a high-performing customer care team focused on delivering exceptional customer experiences.
• Monitor and coach team members to ensure compliance with regulatory, quality, and service standards.
• Oversee efficient handling of customer inquiries and serve as an escalation point for complex issues.
• Analyze key performance metrics (KPIs) to drive continuous improvement and operational excellence.
• Collaborate cross-functionally with Operations, Sales, and Marketing to support seamless customer experiences and new product launches.

Qualifications

• Education: High school diploma or GED required; postsecondary degree preferred but not required.
• Experience: At least 3 years of customer service experience (e.g., retail, hospitality, call center).
• Previous experience working in a call center environment is highly preferred.
• Proven experience managing and leading at all levels.
• Adept at leading teams and/or self through change, promoting adaptability and positive outcomes.

Preferred Qualifications

• Proven experience managing and developing customer support teams, including call queue oversight, hiring, onboarding, and performance management.
• Demonstrated success in achieving and exceeding key performance metrics through effective leadership and team engagement.
• Exceptional communication, organizational, and problem-solving skills with a strong customer-first and compliance-focused mindset.
• Ability to collaborate effectively across diverse business functions and resolve conflicts with professionalism and integrity.
• Proficient in Microsoft Office Suite with the ability to quickly learn new systems; bilingual in English and Spanish a plus.

Education

• Not specified beyond qualifications above.

Additional Requirements

• Location: Global Elanco Headquarters - Indianapolis, IN - Hybrid Work Environment