Manager, Customer Success, Quality, Training & Customer Success

Join Kobie, a National Top Workplace and Top Remote Workplace, where you'll lead the Quality Assurance, Training, Customer Success Specialist, Knowledge Management, and Escalations functions within the Contact Center.

As a Manager, Customer Success, Quality, Training & Customer Success, you'll be accountable for the overall management, leadership, and continuous improvement of these functions.

Your main goals will be to:

• Lead, manage, develop, coach, and mentor Quality Assurance, Training, and Customer Success Specialist team members
• Conduct performance evaluations, coaching sessions, development planning, interviewing, hiring recommendations, and performance management activities
• Establish performance expectations and ensure accountability for individual and team responsibilities
• Ensure frontline agents have the training, resources, tools, and support necessary to deliver exceptional customer experiences
• Develop, maintain, and continuously enhance onboarding, continuing education, certification, and client-specific training programs
• Measure training effectiveness and implement enhancements based on performance outcomes, quality trends, and business needs
• Drive training scalability through automation, digital learning solutions, self-service learning tools, and innovative instructional design
• Develop strategies to reduce manual training efforts while improving consistency, speed to proficiency, and long-term knowledge retention
• Maintain ownership of all Quality Assurance scorecards, scoring methodologies, quality documentation, and calibration standards
• Ensure quality evaluations are accurate, consistent, actionable, and aligned to program requirements
• Analyze quality trends and partner with Operations Leadership to identify performance opportunities and improvement plans
• Lead the Customer Success Specialist team responsible for customer escalations, issue research, and operational support activities
• Ensure escalation trends, recurring customer concerns, and operational risks are identified, documented, and communicated appropriately
• Maintain ownership of Contact Center knowledge management systems, including SharePoint resources, process documentation, and knowledge articles
• Lead the ongoing development and enhancement of AI-powered support tools, chatbot content, and self-service solutions
• Partner with Account Leaders to ensure knowledge content remains accurate, current, and aligned with client requirements
• Identify opportunities to automate processes, improve efficiency, eliminate waste, and increase organizational scalability
• Support new client implementations, program launches, operational enhancements, and business initiatives through training and readiness planning
• Foster a culture of accountability, innovation, continuous learning, ownership, and customer-first decision making
• Develop future leaders within the department through coaching, mentoring, and career development opportunities
• Serve as the primary operational escalation point prior to Senior Director involvement
• Ensure the Senior Director is informed of material risks while providing complete documentation, business impacts, and recommended solutions
• Successfully manage daily operational responsibilities while simultaneously building a more scalable, automated, and future-ready organization

Kobie offers a flexible work environment, allowing teammates to work remotely, with headquarters in St. Petersburg, Florida.

The company provides various benefits, including:

• Flexible Time Off
• Nine Company-Wide Holidays
• A diverse suite of benefits prioritizing growth, development, and personal well-being