Manager, Client Support RH

Responsibilities:

• Lead, coach, and develop a regional team of Client Support Supervisors and Team Leads to consistently deliver a premium, luxury-caliber service experience to internal and external clients.
• Partner with the Director to develop, refine, and implement standardized operating procedures across the division.
• Oversee service execution for large-scale, high-profile, and special projects within the region, ensuring all service-level expectations and timelines are met.

Operational Oversight:

• Ensure timely completion of daily workflows, documentation, and service activities; proactively assess workloads and rebalance resources as needed.
• Collaborate closely with Service and Technical Support teams to manage support ticket volume and backlog, ensuring service-level agreements are consistently achieved.
• Design, deliver, and continuously improve onboarding and ongoing training programs to develop team capability and performance.

Leadership and Partnership:

• Build and maintain strong partnerships with showroom leadership and sales teams to support an exceptional client experience and seamless order management.
• Communicate critical business, operational, and performance updates through regular team meetings and ongoing leadership engagement.
• Serve as the final escalation point for unresolved or high-impact client, operational, or service issues within the region.