Manager, Client Services

Manager, Client Services

We are seeking an accomplished and inspiring Manager, Client Services to lead a team of 20+ Customer Engagement Associates in delivering a superior, seamless customer experience to our North America Operating Unit (NAOU) customers. The ideal candidate is a skilled people leader with a passion for innovation, emerging technologies, and customer-centric strategies. You will guide and develop your team to exceed customer expectations, foster growth, and drive transformational change in how we connect with and serve our customers.

Key Responsibilities :

• Leadership & Team Development : Lead, coach, and mentor a team of 20 Customer Engagement Associates to achieve performance goals and deliver exceptional customer service. Cultivate a high-performance culture that prioritizes collaboration, accountability, and continuous improvement. Provide regular feedback, recognition, and career development opportunities to team members.
• Customer Experience Excellence : Implement strategies to deliver a consistent, personalized, and proactive customer engagement model. Analyze customer feedback, identify trends, and drive improvements in processes, policies, and tools to enhance the customer journey. Ensure timely resolution of customer inquiries and issues, focusing on quality and satisfaction.
• Innovation & Technology Adoption : Champion the use of innovative tools, systems, and processes to improve the efficiency and effectiveness of customer engagement. Partner with technology teams to identify, test, and integrate best-in-class digital solutions. Explore and apply AI capabilities to optimize customer interaction and drive personalized experiences.
• Change Leadership : Act as a change agent to drive organizational shifts, new processes, and technology adoption within the team. Communicate a clear vision for transformation and ensure strong alignment with company strategic objectives. Foster a growth mindset within the team, promoting adaptability and resilience.
• Performance Management : Track and analyze key performance indicators (KPIs) and service metrics. Implement insights to continuously refine engagement strategies and business outcomes.

Qualifications :

Why Join Us :

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Skills : Change Management, Curious Mindset, Customer Engagement, Customer Experience (CX), Customer Service Operations, Emerging Technologies, Forward Thinking, Innovative Solutions, People Leadership, Process Improvements, Talent Development, Team Leadership, Technology Adoption

Pay Range : $100,000 - $124,000

We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors curious, empowered, inclusive and agile and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years.