Elanco
Inbound Customer Care, Manager
Indianapolis, IN
Sponsorship not specifiedDetected 5 days ago
Project ManagementExcelOperations ManagementProcess ImprovementPerformance ManagementCustomer SupportLeadershipCommunicationProblem SolvingTime ManagementMentoringMicrosoft Office
About the role
- The Inbound Customer Care Manager is a pivotal leadership role for overseeing a team of customer care representatives.
- As a key liaison between Operations, Sales Leadership, and Marketing, the Manager fosters a culture of excellence, accountability, and proactive communication within and across teams.
- A core aspect of this role involves coaching, performance management, and implementing robust personnel development initiatives for the Customer Care team.
Responsibilities
- include providing supervision and oversight for all customer support activities, such as phone-based interactions and processing customer communications.
- Lead, mentor, and develop a team of customer care representatives fostering a high-performance, customer-centric culture.
- Collaborate with Operations, Sales, and Marketing to ensure seamless customer journeys and support product launches and other cross-functional initiatives as needed.
- Elanco may use automated tools, including AI, to support parts of our recruitment process, such as reviewing applications against job‑related criteria and/or transferrable skills.
Requirements
- Bachelor's degree or 4 years equivalent experience in team leadership, operations management, or business process improvement.
- Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc).
- What You Need to Succeed (minimum qualifications):
Nice to have
- Demonstrated track record of improving operational efficiency and meeting productivity and performance targets.
- Experience with continuous improvement or project management methodologies preferred.
- Commitment to maintaining a culture of compliance and integrity.
- A high level of professionalism in all interactions.
- English required, but Spanish language skills are a positive attribute.
- What will give you a competitive edge (preferred qualifications):
Skills
- Identify and recommend tools or workflow enhancements that improve the daily efficiency of the customer care representatives.
- Strong verbal and written communication skills with a customer-first mindset and effective conflict resolution skills.
- Excellent organizational, time management, and prioritization skills.
- Strong analytical and problem-solving skills, including root cause identification and solution implementation.
Compensation
- Annual bonus offering
Benefits
- Two weeklong shutdowns (mid-summer and year-end) in the US (in addition to PTO)
- 8-week parental leave
- Annual bonus offering
- Flexible work arrangements
Company info
- At Elanco we are dedicated to building a diverse and inclusive work environment.
This listing is sourced directly from Elanco's careers page and normalized into a canonical job model.