Customer Service Performance Optimization Manager

Carrier Global Corporation, the global leader in intelligent climate and energy solutions, is committed to creating solutions that matter—for people and our planet—for generations to come. From the beginning, we’ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world‑class, diverse workforce that puts the customer at the center of everything we do.

About the role

The Customer Service Performance Optimization Manager plays a key role in elevating service excellence across the customer support organization. In this role, you will empower teams through high-impact onboarding, actionable quality insights, coaching enablement, and performance analytics. Your work will directly improve the customer experience, strengthen operational efficiency, and support the development of customer service talent across the organization.

Key Responsibilities

As a Customer Service Performance Optimization Manager, you’ll be responsible for:

Training & Onboarding Support

• Supporting the design, delivery, and continuous improvement of local customer service onboarding programs

• Partnering with Operations to identify ongoing skill development needs

• Ensuring training content aligns with policies, systems, and customer experience expectations

• Evaluating post‑training performance to measure effectiveness and recommend improvements

Quality Assurance & Coaching Enablement

• Overseeing Quality Assurance monitoring activities across customer interactions

• Analyzing QA results to identify skill gaps, trends, and performance drivers

• Transforming evaluation insights into actionable coaching recommendations

• Partnering with leaders to ensure consistent coaching execution and accountability

• Supporting calibration sessions and continuous improvement of QA standards

Performance Analytics & Workforce Management Support

• Managing and analyzing customer service performance metrics including productivity, quality, adherence, and customer experience

• Reporting performance summaries to leadership through visual dashboards and identifying trends

• Providing insights to Workforce Management for forecasting, scheduling, and capacity planning

• Identifying risks, opportunities, and trends impacting service levels and efficiency

• Ensuring accuracy, consistency, and transparency of performance data

Continuous Improvement & Collaboration

• Acting as a subject matter expert in customer service performance optimization

• Collaborating cross‑functionally with Operations, WFM, Training, HR, and Analytics

• Recommending process improvements driven by data and frontline feedback

• Supporting change initiatives tied to new tools, processes, or performance frameworks

Requirements

We are looking for someone who is analytical, collaborative, detail‑oriented, and passionate about elevating customer experience. If this sounds like you, we encourage you to apply.

As a minimum, you must have:

• Minimum of 5 years of experience in customer service operations, quality, training, performance management, or workforce management

• Strong communication skills in English and Spanish

• Valid US Visa

• Hands-on experience with Salesforce CRM

• Working knowledge of SAP

• Strong analytical skills with experience interpreting performance metrics and trends

• Experience translating data and QA findings into actionable coaching plans

• Proficiency with contact center systems, QA platforms, and reporting tools

• Strong communication and stakeholder management skills

Although not necessary, it would be nice if you have:

• Experience in a contact center or high‑volume customer service environment

• Knowledge of adult learning principles and coaching methodologies

• Experience partnering with Workforce Management teams

• Advanced Excel, reporting, or business intelligence experience

Benefits

We are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.

• Have peace of mind and body with our health insurance

• Drive forward your career through professional development opportunities

Our commitment to you

Our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers.

We aim to create an environment where you feel you belong—with diversity and inclusion as the engine for growth and innovation. We develop and deploy best‑in‑class programs and practices, provide enriching career opportunities, listen to employee feedback, and continually challenge ourselves to do better.

This is The Carrier Way.

Join us and make a difference.

Apply Now!