Care Channels Manager

About The Role

We are seeking an experienced and dynamic Care Channels Manager to oversee our multi-channel support operations across both in-house (GoHub) and outsourced BPO teams. This role is pivotal in ensuring seamless, empathetic, and efficient support delivery to our customers and driver-partners. You will be accountable for driving operational performance, maintaining compliance, managing vendor relationships, and championing continuous improvement initiatives that elevate the overall service experience.

What You Will Do

• Lead and manage end-to-end support operations across GoHub (in-person) and BPO vendor team, ensuring timely, accurate, and empathetic service delivery across all customer touchpoints.
• Oversee daily operations including queue management, scheduling, quality assurance, and performance tracking against key KPIs (CSAT, SLA, AHT, resolution rate, reopen rate, etc.).
• Establish, maintain, and manage strong vendor relationships, including performance reviews, contractual compliance, and cost efficiency across outsourced operations.
• Drive onboarding accuracy and readiness, ensuring drivers experience a seamless and compliant onboarding journey.
• Ensure strict adherence to internal policies and external regulatory requirements, embedding compliance and service excellence into all processes.
• Collaborate cross-functionally with internal teams and external partners to streamline operations, align processes, and deliver service enhancements.
• Analyze operational data and customer feedback to generate actionable insights, identify root causes, and implement scalable improvements.
• Champion a culture of continuous improvement, leading initiatives that enhance productivity, strengthen stakeholder collaboration, and elevate the customer and driver experience.

What You Will Need

• At least 3–5 years of experience in managing contact center operations or vendor management, with proven success in both in-house and outsourced (BPO) environments.
• Demonstrated ability to lead, coach, and inspire teams while driving strong performance outcomes in customer experience (CSAT, SLA, AHT, resolution rate).
• Solid understanding of contact center efficiency models, workforce management, and operational KPIs, with the ability to translate insights into action.
• Strong stakeholder and project management skills, able to align internal teams and external vendors to deliver on shared objectives.
• Proven capability to analyze data and customer feedback, identifying gaps, risks, and opportunities to improve service quality and efficiency.
• Excellent interpersonal, communication, and conflict resolution skills, with the ability to manage sensitive issues across teams and vendors professionally.
• Highly organized and decisive, able to manage multiple priorities under pressure while maintaining compliance with internal and regulatory standards.
• Willingness to travel to vendor sites (~20–25%) for performance reviews, assessments, and relationship management.