_{15th April, 2026}

Manager, Customer Success
Leadership position
Miami, FL
On-site w/ Hybrid Schedule 2 days at the office/3 days remote
 
Our client is a hundred-year-old a nonprofit professional organization.
Position Overview
 
The Manager of Customer Success is a senior operational leader responsible for directing and optimizing the end-to-end performance of the Customer Success function, with primary accountability for certification application processing and enterprise-level customer support operations. This role provides leadership across all aspects of certification programs and contact center services, with an increased emphasis on strategic execution, cross-functional alignment, and continuous operational improvement. 
 
The Manager drives measurable outcomes by establishing scalable processes, performance standards, and service-level objectives that improve efficiency, quality, and customer satisfaction while ensuring compliance with organizations policies and procedures. Leveraging data and analytics, the Manager proactively identifies trends, risks, and improvement opportunities, translating insights into actionable enhancements across people, processes, and technology. 
 
In addition to operational oversight, the Manager is responsible for resource planning, financial stewardship, and workforce optimization to ensure the effective use of organizational resources. This role plays a key part in shaping a high performing, engaged team culture through strong people leadership, coaching, and talent development, while ensuring timely, accurate, and consistent support for critical business operations and customer needs.
 
Required Education and Experience:

• Bachelor's degree in business-related field preferred.
• 6-8 years of experience as a manager or supervisor of a functional team, specifically in a credentialing or a contact center setting. 
• Experience with cost management and business analytics. 
• Experience with customer centric methodologies and program execution. 
• Workforce Management expertise with a unique blend of on-site and remote staff set-up.

Required Knowledge, Skills & Abilities:

• High aptitude for understanding and learning systems, and the ability to understand end business processes.
• Detailed oriented with excellent organizational skills.
• Ability to follow written and established procedures.
• Proficient in MS Word, Excel, and PowerPoint.
• Bilingual: Spanish is advantageous but not mandatory. 

 
Essential Duties:

• Lead and optimize end-to-end certification application processing and customer support operations to ensure timely, accurate, and compliant service delivery.
• Establish, monitor, and continuously improve service-level objectives (SLOs), operational performance standards, and key performance indicators (KPIs) to drive efficiency, quality, and customer satisfaction.
• Utilize data analytics and operational reporting to identify trends, risks, and process improvement opportunities, translating insights into actionable enhancements across people, processes, and technology.
• Oversee workforce planning, resource allocation, and workload distribution to ensure operational effectiveness and optimal use of organizational resources.
• Manage escalations and operational risks by identifying process bottlenecks and implementing scalable solutions aligned with business priorities.
• Collaborate cross-functionally with internal stakeholders to support certification program initiatives, improve service delivery, and address enterprise-level customer experience challenges.
• Ensure compliance with the organizations policies, procedures, and certification program requirements through consistent process governance and performance monitoring.
• Develop, coach, and mentor staff to foster a high-performing and engaged team culture that supports continuous improvement and service excellence.
• Direct performance management activities, including goal setting, performance reviews, coaching, and corrective action as necessary to maintain accountability and alignment with organizational objectives.
• Support financial stewardship by managing departmental resources and contributing to budget planning, workforce optimization, and cost-effective operational strategies.
• Drive continuous improvement initiatives through process audits, quality reviews, and performance trend analysis to enhance productivity and customer outcomes.
• Communicate operational performance, customer insights, and service risks to leadership and cross-functional partners to support informed decision-making.
• Perform additional duties as required to support departmental and organizational objectives.

Supervision Exercised:

• Customer success personnel include junior level management as well as senior and junior associates.

Core Competencies

• Customer Success - Champions a culture where the team takes personal ownership of customer outcomes, not just transactions. Drives urgency, accuracy, and follow-through in application processing and service delivery to ensure every interaction advances the customer's success. Aligns daily operations with defined service-level commitments and customer experience standards, while actively reinforcing accountability, responsiveness, and continuous improvement across the team to deliver measurable value to our customer
• Continuous Improvement Mindset - Actively identifies workflow inefficiencies, quality risks, and service gaps, implementing process enhancements to improve application turnaround time and customer support accuracy.
• Builds Effective Teams - Develops team capability through coaching, performance management, and workload alignment to support timely and accurate operational outcomes.
• Communicates Effectively - Provides clear expectations, feedback, and operational guidance to ensure consistent service delivery across application processing and customer support teams.
• Drives Results - Focuses on achieving service-level objectives by managing application processing timelines, call response performance, and accuracy standards across the Customer Success function.

Compensation
Salary (based on experience), Benefits, PTO, Holidays, retirement plan and more - Hybrid work schedule 2days in the office/ 3 days remote,
 
Apply:  Please send your updated resume in a word document
 
At ttg, "We believe in making a difference One Person at a Time," ttg OPT.
ttg Talent Solutions is an Equal Opportunity Employer and recruiting agency. We are committed to creating an inclusive and diverse work environment and welcome applications from all qualified candidates regardless of race, color, religion, gender, sexual orientation, national origin, age, disability, or veteran status. Please note that all offers of employment are contingent upon the successful completion of a drug test and background check. We maintain a drug- and substance-free workplace to ensure the safety and well-being of all employees.
 

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