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Customer Care Manager - Customer Experience & Operations
Job Description
Location: Fairfield County, CT | Full-Time | On-Site
About the Role
A highly respected organization in Fairfield County is seeking an experienced Customer Care Manager to lead a team of 15+ representatives in a fast-paced, seasonal, high-accountability environment focused on service quality and operational excellence.
This role oversees customer service operations, performance metrics, and high-volume customer support activity in a structured service environment.
This is a high-visibility leadership role with the opportunity to directly impact team culture, service standards, and customer experience outcomes.
This is a hands-on leadership role, best suited for a confident, proactive manager who can create structure, anticipate challenges, and maintain a strong culture of accountability and customer-first decision making. It is a culture-driven, quality-focused environment where the emphasis is on customer experience excellence, service quality, problem resolution, and operational performance.
What You’ll Do
- Lead daily Customer Care operations including service levels, call flow, and team performance
- Manage, coach, and develop a team of 15+ Customer Care Representatives
- Handle escalated customer issues and ensure timely resolution
- Drive accountability, structure, and performance standards across the team
- Track and analyze KPIs, service metrics, and customer retention trends
- Partner with Operations and other departments on seasonal planning and execution
- Lead team meetings focused on performance, goals, and continuous improvement
- Support storm and peak-season operations as needed
- $90,000–$95,000 base salary + annual bonus
- Strong, stable organization with a reputation for service excellence
- High-impact leadership role with visibility and influence
- Dynamic, fast-paced operational environment
- 5+ years of customer care experience
- 2+ years of supervisory or management experience
- Strong background in KPI-driven, performance-based environments
- Proven ability to lead teams in fast-paced customer service operations
- Confident, direct leadership style with strong conflict management skills
- Ability to build structure, accountability, and consistency within a team
- Experience in customer service, call center, or customer support environments preferred
- Required: On-site presence starting at 7:30 AM sharp
- Ability to work occasional or rotating Saturdays during peak season
- Willingness to support extended hours during storms or peak operational periods
This is a 100% on-site role based in Fairfield County, CT. The organization operates in a seasonal, high-demand environment where volume and priorities shift based on operational and weather conditions.
Interested?
If you are a confident Customer Care leader who thrives in high-accountability, quality-driven environments, we’d welcome the conversation.
INDA
Meet Your Recruiter
Brandi McDaniel
Director of Business Development, Staffing Services, Direct Hire, Tampa, FL Office
Brandi McDaniel is the Director of Business Development for Staffing Services and Direct Placement at J. Morrissey, Florida. With extensive experience in talent acquisition, business development, and team leadership, she partners with organizations across multiple industries to identify, attract, and retain top talent nationwide.
Brandi has led high-volume recruitment initiatives, centralized hiring for national organizations, and built long-standing client relationships across executive-level, corporate, real estate, IT, accounting & finance, hospitality & tourism, logistics, healthcare, and more. Her expertise spans direct hire, RPO, and staffing services, enabling her to deliver comprehensive workforce solutions for both temporary staffing and long-term placement.
Known for her results-driven approach and collaborative style, Brandi is committed to providing seamless hiring experiences for clients and candidates, connecting top talent with businesses to drive growth and create rewarding career opportunities.