Manager, Customer Care

Job Summary: The Manager, Customer Care is a frontline people leader responsible for the day-to-day performance, coaching, and operational execution of a team of Application Support Analysts who support one or more MoD products. This role drives consistent service delivery, manages escalations within the team, and champions a customer-first culture grounded in accountability and continuous improvement.
The Manager works closely with Customer Care leadership to implement operational priorities, maintain SLO attainment, and develop ASA talent. This role is expected to apply AI tools and modern support practices to improve team productivity, knowledge quality, and customer outcomes. Reports to the Director, Customer Care.
Job Description:
In the USA, this job profile is
EXEMPT
and will be not eligible for paid overtime.
Compensation Range:
The expected compensation range for this position is $110,000 - $120,000 annually, based on skills, experience, qualifications, and location.
Responsibilities
Team Leadership & People Development
Lead, coach, and develop a team of Application Support Analysts across assigned product lines
Conduct regular one-on-ones, performance reviews, and growth conversations with direct reports
Set clear individual and team expectations aligned to Customer Care scorecards and SLOs
Identify skill gaps and partner with the Director to develop targeted learning and development plans
Foster a team culture of accountability, customer focus, and continuous improvement
Support onboarding of new team members and facilitate structured knowledge transfer

Operational Execution & Service Delivery
Monitor team queues and workload distribution to ensure timely resolution within published service levels
Serve as the primary escalation point for complex or high-priority customer issues within the team
Investigate technical problems to determine root cause and coordinate resolution with Development and Product
Identify patterns in support volume, recurring issues, and service gaps; develop and execute mitigation plans
Ensure seamless customer transitions from implementation to steady-state support through active handover participation
Maintain current knowledge of assigned MoD product lines and participate in release readiness activities

AI & Operational Innovation
Actively use AI tools to improve personal effectiveness, accelerate root-cause analysis, and streamline documentation and communication workflows
Identify and recommend opportunities to apply AI-assisted capabilities within the team (e.g., ticket deflection, knowledge base enrichment, response drafting)
Champion adoption of approved automation, self-service, and knowledge management tools within the team
Contribute to the Customer Care AI and innovation agenda by surfacing team-level use cases and outcomes to the Director

Knowledge & Quality Management
Review and maintain the quality and accuracy of knowledge articles, community content, and documentation within assigned product areas
Lead team efforts to create and update reusable troubleshooting resources, reducing time-to-resolution and support dependency
Reinforce consistent application of support best practices and quality standards across the team
Identify and document recurring product issues to support Development and Product prioritization
Cross-Functional Collaboration
Collaborate with Development and Product teams to facilitate issue resolution, communicate support trends, and contribute to product improvement
Partner with the Customer Engagement & Adoption team to support at-risk account interventions and coordinated customer outcomes where applicable
Participate in user group seminars, webinars, and customer-facing sessions to strengthen product knowledge and customer relationships
Contribute to the enhancement request process by surfacing customer feedback and team observations to Product leadership

Qualifications
5+ years of progressive experience in technical customer support or customer care environments
2+ years of direct people management experience, including performance management and coaching
Demonstrated ability to manage team workload, service levels, and escalations in a fast-paced, mission-critical support environment
Experience identifying and implementing process improvements that improve team productivity and service quality
Actively applies AI tools (e.g., large language models, AI-assisted writing, workflow automation) in day-to-day work; committed to expanding AI fluency as the capability evolves
Comfortable championing AI-assisted practices within a team and coaching others through adoption
Familiarity with modern support platforms, CRM systems, and knowledge management tools
Strong troubleshooting skills with the ability to investigate and resolve complex technical issues
Excellent communication and interpersonal skills; effective working across teams and with customers
Working knowledge of MoD-specific products or comparable transit/paratransit software preferred
Bachelor's degree in a related discipline or equivalent combination of education and experience
Transit, paratransit, or public sector technology experience an asset
Proficiency in CRM systems and MS Office applications
Willingness to travel to customer sites, user groups, and management meetings (estimated 10% of work year)
Availability for after-hours on-call support as needed
Worker Type:
Regular
Number of Openings Available:
1