Customer Service Manager

Description

** This role is not eligible for visa sponsorship now or in the future, including sponsorship following OPT or STEM OPT**

What We’re Looking For

Travelpro is seeking a Customer Service Manager to lead our global Customer Service and Warranty Services operations. This role is responsible for managing outsourced BPO partners, leading an in-house escalations team, optimizing AI-driven service tools, and driving data-informed decisions that enhance the customer experience and operational efficiency.

What You’ll Do

• Lead and manage Customer Service operations across in-house teams and international BPO partners to ensure a seamless and consistent customer experience
• Oversee warranty services end-to-end including claims processes, replacements, parts fulfillment, returns, and policy administration
• Monitor service performance across all channels using KPIs such as CSAT, NPS, response time, resolution time, and cost-per-contact
• Forecast service volume and collaborate on workforce planning to ensure appropriate staffing during peak seasons and product launches
• Own and optimize customer service technology platforms including ticketing systems, chatbot automation, returns tools, and e-commerce integrations
• Develop and implement strategies that improve self-service resolution rates while ensuring smooth escalation paths to live agents
• Build and maintain dashboards, reports, and analytics that provide actionable insights into customer sentiment, service trends, and operational performance
• Partner cross-functionally with Operations, Planning, E-Commerce, IT, and other departments to support company initiatives and improve customer journey touchpoints
• Lead training initiatives, performance management, and continuous improvement programs to maintain a high-performing service culture
• Manage departmental budgets, vendor relationships, and technology investments
• Prepare executive-level reporting and presentations on customer service performance and strategic initiatives
• Perform other duties as assigned

Requirements

What You’ll Need

• A minimum of 7 years of customer service experience, including over 3 years in a leadership role managing outsourced or multi-site contact center operations.
• Experience in both B2C and B2B environments, preferably within the consumer goods, retail, or e-commerce industries.
• Strong understanding of customer service technology platforms such as Gorgias, Zendesk, or similar ticketing systems.
• Hands-on experience with automation, AI chatbots, analytics tools, and e-commerce platforms (such as Shopify or similar).
• Proven ability to develop and track KPIs, interpret data trends, and drive operational improvements.
• Experience in managing returns and warranty programs or similar service operations.
• Strong leadership, communication, and stakeholder management skills.
• Ability to work effectively in a fast-paced, deadline-driven environment.
• Willingness to work flexible hours as needed to support global operations.

What We Offer

Inspiring Company Culture – Help one another, never stop improving, lead by example, own your work, and have fun together.

Rest & Relaxation – Paid Time Off, company-paid holidays and some flexible work schedules

Comprehensive Health Benefits - Medical, Dental, Vision, Health Savings Accounts, and Wellness Programs

Preparing for your Future - 401K company match

Employee Resource Groups – Employee-led social committee to promote employee wellbeing and cross-functional collaboration along with community awareness, impact, and support of a culture where everyone belongs.

About Travelpro

At the heart of Travelpro® is a man who knew more about travel than most. As a commercial airline pilot, Bob Plath crisscrossed the globe a thousand times, always with suitcase in tow. He saw what happened to luggage over time and the toll in took on the traveler hauling it. Bob thought there had to be a better way. Dedication is at the heart of our success. 

At Travelpro®, we believe that a company is only as good as its people, and when associates are treated as the greatest asset, the worth of the company is magnified. We demonstrate this by fostering individual achievement, recognizing contributions, and rewarding excellence. With customers as our focus and people as our priority, even the sky is no limit.

We are an equal opportunity employer committed to diversifying its workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status or any other characteristic protected by law.    

Travelpro® is a drug-free workplace.