Senior Manager, Customer Service

The Senior Manager of Customer Service is responsible for building strategy and driving to achieve company goals while providing best-in-class B2B customer experience, financial performance, and employee engagement. Additionally, this role aligns customer service activities and initiatives throughout our Fortune Brands organization often partnering with sales, logistics, distribution, operations, and marketing to support customer priorities and service. Lead a team of remote customer service Managers and Associates in US and Canada to deliver best-in-class service. Implement best operating practices to drive continuous improvement, innovation, and excellent service. Drive strategies and programs that include all aspects of operational performance, employee engagement, change management, succession planning, and talent management activities. Ensure efficient operations, including staffing, scheduling, and resource allocation. Oversee training programs for customer service staff and ensure ongoing development and skill enhancement.