Customer Assurance Manager

The Customer Assurance Manager ensures the quality, reliability, and consistency of our customer-facing operations by overseeing specialized teams and initiatives that support both Success and Resolution. This includes Quality Assurance, Reputation Management, Facility Monitoring & Security, Digital Channel Support, and Collections/AR Support. The role focuses on building trust and assurance in every aspect of the customer journey while enabling other managers to focus on their core missions. Customer Assurance Manager Responsibilities: Lead the Customer Assurance team, including specialized representatives in Quality Assurance, Reputation Management, Facility Monitoring & Security, and new experimental functions. Oversee and enhance review generation and reputation management initiatives, ensuring strong outbound engagement and positive brand perception. Monitor and refine Quality Assurance programs, providing coaching and insights to elevate performance across Customer Success and Resolution teams. Direct the Facility Monitoring & Security response function, ensuring timely, accurate escalation and reporting. Manage digital customer success support channels (email, chat, etc.), ensuring high-quality service outside of phone interactions. Provide oversight and process support for collections and AR functions, partnering with Resolution to improve recovery while protecting the customer experience. Serve as a liaison between Customer Success, Customer Resolution, and Operations (including store personnel and the Facility Learning Manager) to ensure alignment, consistency, and collaboration across virtual and physical functions. Collaborate closely with the Customer Success Manager and Customer Resolution Manager to align strategies and ensure seamless cross-team execution. Innovate by leveraging technology, data, and process improvements to build scalable solutions for assurance-focused functions. Act as a resource and support partner to leadership, identifying risks, opportunities, and efficiencies across non-traditional customer service functions.