Manager, Customer Service

Job Description:

What You’ll Accomplish as a Customer Service Manager:

As a Customer Service Manager, you will lead a team of nonexempt Customer Service representatives, providing leadership, coaching and development. You will own full supervisory and administrative responsibilities for the team members and share with other leaders the responsibility overall for a positive, friendly culture in the center that is customer-centric, productive, and contributes to the growth of the business.  Your goal will be to foster an environment where the staff can deliver the best-in-class customer service experience for our customers.  As their leader, you are their mentor, helping them navigate our culture and realize their personal aspirations.

What You’Ll Do:

Champion Customers: Guide and coach, your team to anticipate customer needs, create solutions and deliver exceptional customer experiences.

Act as Owners: Develop & implement programs to motivate employees & stimulate high sense of business ownership & urgency.

Relate and Inspire: Lead a team of frontline employees and cultivate an environment of trust, teamwork & foster a culture of collaboration and engagement.

Elevate Every Day: Provide leadership, communication, coaching, development to team of 20+ nonexempt Customer Service representatives to drive continuous improvement and innovative solutions that create value for the business and your team.

• Directly responsible for leading your team to success - driving performance management, ensuring your team is equipped to provide a positive customer/client experience.
• Ensure appropriate risk for the business – ensuring your team is familiar with and understands the importance of following operating instructions including compliance requirements.
• Inspiring and connecting with each team member - cultivating an environment of trust, teamwork, and personal ownership. Partnering with each team member to understand and help support their personal development.
• Project management – initiating, planning, and executing on key business initiatives.
• Be a business partner – ability to understand and relate to the business objectives and provide strategic vision and a high-quality solution.
• Other duties as assigned

Experiences You’Ll Need To Succeed:

• Bachelor's degree or High School Diploma/GED and minimum of 2 years’ experience in a financial services, collections, operations, or customer service setting.
• Leadership experience – Minimum 1 year of proven experience leading a team - be prepared to share with us some specific examples of how you’ve inspired your team and driven performance.
• The hours for this role will vary between 8AM and 8PM EST Monday – Friday, including rotating Saturday shifts and holidays like Black Friday and Thanksgiving for leadership coverage as needed.

Skills you have that will delight us:

• Experience leading a team of 20+ team members - we love passionate leaders and want to hear your stories of leadership successes and learning.
• Excellent organization, task prioritization, time management skills - tell us your secret for staying on top of things.
• Ability to lead and manage projects to completion, especially managing multiple projects simultaneously –tell us about a project you’re most proud.
• Proven track record of using sound judgment, decision making and problem solving - we want to hear about how you make decisions and how you solved a complex problem.
• Ability to work with all levels across the business including senior leaders internally and with customers (or clients) – we are a family at Synchrony and all our voices matter, tell us how you influence others.
• Business acumen – we want to understand how you connect the dots.

Grade/Level: 08

The salary range for this position is 56,000.00 - 104,000.00 USD Annual and is eligible for an annual bonus based on individual and company performance.

Actual compensation offered within the posted salary range will be based upon work experience, skill level or knowledge.

Salaries are adjusted according to market in CA, NY Metro and Seattle.

Eligibility Requirements:

• You must be 18 years or older
• You must have a high school diploma or equivalent
• You must be willing to take a drug test, submit to a background investigation and submit fingerprints as part of the onboarding process
• You must be able to satisfy the requirements of Section 19 of the Federal Deposit Insurance Act.
• New hires (Level 4-7) must have 9 months of continuous service with the company before they are eligible to post on other roles.  Once this new hire time in position requirement is met, the associate will have a minimum 6 months’ time in position before they can post for future non-exempt roles.  Employees, level 8 or greater, must have at least 18 months’ time in position before they can post.  All internal employees must consistently meet performance expectations and have approval from your manager to post (or the approval of your manager and HR if you don’t meet the time in position or performance expectations).

Legal authorization to work in the U.S. is required.  We will not sponsor individuals for employment visas, now or in the future, for this job opening. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status. 

Our Commitment:

When you join us, you’ll be part of an inclusive culture where your individual skills, experience, and voice are not only heard – but valued. Together, we’re building a future where we can all belong, connect, and turn ideals into action. More than 50% of our workforce is engaged in our Employee Resource Groups (ERGs), where community and passion intersect to offer a safe space to learn and grow.

This starts when you choose to apply for a role at Synchrony. We ensure all qualified applicants will receive consideration for employment without regard to age, race, color, religion, gender, sexual orientation, gender identity, national origin, disability, or veteran status. We’re proud to have an award-winning culture for all. 

Reasonable Accommodation Notice:

• Federal law requires employers to provide reasonable accommodation to qualified individuals with disabilities. Please tell us if you require a reasonable accommodation to apply for a job or to perform your job. Examples of reasonable accommodation include making a change to the application process or work procedures, providing documents in an alternate format, using a sign language interpreter, or using specialized equipment.
• If you need special accommodations, please call our Career Support Line so that we can discuss your specific situation. We can be reached at 1-866-301-5627.   Representatives are available from 8am – 5pm Monday to Friday, Central Standard Time

Job Family Group:

Customer Service Operations