Control Room & Customer Care Manager

Control Room & Customer Care Manager

We are looking for a Control Room & Customer Care Manager to lead our Control Room and Customer Care operations, ensuring responsive customer support and effective management of critical and time-sensitive situations.

This role is responsible for managing customer inquiries, service requests, complaints, escalations, and customer retention, while overseeing the Control Room’s response to stolen vehicle recovery (SVR), emergencies, and critical operational incidents.

This is a hands-on leadership role for someone who can build team discipline, strengthen service standards, manage escalations, and drive operational performance in a fast-paced environment.

Key Responsibilities

Control Room & SVR Operations

• Lead Control Room operations and ensure effective responses to stolen vehicle recovery cases, emergencies, and critical operational incidents.
• Establish clear procedures for incident handling, escalation, communication, and operational recovery.
• Ensure timely coordination and follow-up throughout each case until resolution.
• Proactively monitor critical cases and ensure appropriate escalation when required.
• Maintain operational readiness, responsiveness, and discipline across Control Room activities.

Customer Care Operations

• Lead day-to-day Customer Care operations, including customer inquiries, service requests, complaints, and general customer support.
• Ensure timely, accurate, and consistent responses across all customer communication channels.
• Establish and maintain customer service standards, processes, and escalation procedures.
• Monitor service responsiveness and identify opportunities to improve the overall customer experience.
• Drive customer retention through effective service recovery and proactive issue resolution.

Performance & Operational Management

• Establish clear KPIs, performance standards, and accountability across Customer Care and Control Room teams.
• Monitor key performance areas including response times, case resolution, customer satisfaction, retention, escalation handling, and SVR performance.
• Conduct regular performance reviews and identify corrective actions and improvement opportunities.
• Use operational data, trends, and customer feedback to improve processes, service quality, and team performance.

People Leadership

• Lead, coach, and develop Customer Care and Control Room team members.
• Set clear expectations around productivity, responsiveness, service quality, and customer handling.
• Build a culture of ownership, accountability, urgency, teamwork, and customer focus.
• Ensure appropriate staffing, workload management, and operational coverage.

Cross-functional Collaboration

• Work closely with Business & Customer Operations, Scheduling, Technical Operations, and other relevant teams to resolve customer and operational issues.
• Ensure effective handoffs and escalation between Customer Care, Control Room, and other operational functions.
• Identify recurring customer and operational issues and work cross-functionally to address root causes and prevent repeat incidents.

What We’re Looking For

Required Qualifications & Experience

• Proven experience managing Customer Care, Customer Service, Contact Center, Control Room, or similar frontline operations.
• Experience leading teams in a fast-paced and high-volume operational environment.
• Strong people management, coaching, and performance management skills.
• Strong customer handling, complaint resolution, and escalation management capabilities.
• Strong problem-solving and decision-making skills, particularly under time pressure.
• Demonstrated ability to establish processes, service standards, KPIs, and operational discipline.
• Strong communication, coordination, and stakeholder management skills.
• Comfortable working hands-on and taking ownership of operational issues through to resolution.

Preferred Experience

• Experience in subscription-based services, mobility, automotive, logistics, security, or similar service businesses.
• Experience managing control room, emergency response, recovery, or other time-critical operations.
• Experience in customer retention and service recovery.
• Experience managing teams operating across shifts or requiring extended operational coverage.
• Experience working with operational monitoring, case management, CRM, or similar systems.
• Experience improving customer service processes and team performance within a growing organization.

What Success Looks Like

Success in this role means building a responsive, disciplined, and customer-focused Customer Care & Control Room operation that:

• Responds to customers quickly and effectively.
• Resolves inquiries, complaints, and service issues with clear ownership.
• Maintains strong customer retention through effective service recovery.
• Responds to SVR cases and critical incidents quickly and consistently.
• Maintains strong operational discipline and effective escalation management.
• Establishes clear KPIs, accountability, and performance standards.
• Provides reliable operational coverage and responsiveness.
• Works effectively with the wider Operations organization to resolve issues and continuously improve the customer experience.