Description
This role leads operational excellence, quality, reliability, incident management, and continuous improvement for a Care Excellence team supporting 24x7 operations in a tech company. The manager owns team performance, metrics, RCAs, escalations, strategic care initiatives, and cross-functional collaboration, while coaching a team of Specialists, Associates, and Senior Associates and improving care pathways, SOPs, and tooling. The posting emphasizes global/team coverage flexibility, high-volume SLA-driven environments, and experience with support platforms such as FreshDesk and Zendesk.
