Manager, Customer Care Operations.E

Work Schedule and Other Information

HRSD is seeking a results-driven Customer Care Operations Manager to lead the daily operations of our Customer Care Center. In this key role, you will directly supervise four Customer Care Center Managers overseeing billing, accounts receivable, collections, payment processing, and contact center operations. You’ll monitor performance metrics, ensure compliance with accounting standards and regulations, and drive operational efficiency across all customer service functions. This role also serves as a critical liaison between internal departments to support seamless communication and service delivery.

As the Customer Care Operations Manager, you’ll be responsible for managing multiple projects, resolving escalated customer issues, implementing cross-training and succession planning strategies, and promoting a culture of accountability and high performance. You’ll play an active role in budget planning, staff development, and continuous process improvement to support both customer satisfaction and organizational goals. If you thrive in a fast-paced, service-oriented environment and enjoy leading teams to success, we want to hear from you.

Work hours are Monday-Friday, 40-hours work week, 8 hours per day, flexible between 7:00 AM and 5:00 PM, off weekends and standard holidays. Project-related weekends or evening work may become necessary but is not frequent. Work location is Hybrid, in-office at 1434 Air Rail Avenue, Virginia Beach, Virginia, 23455 combined with working from home as needed/requested and approved (typically in-office at least three days per week) Occasional travel by car or airplane for conferences, training, and networking, as approved.

Brief Description

Under broad guidance, the Customer Care Operations Manager is responsible for overseeing the operational management of HRSD’s Customer Care Center, including the direct supervision of four CCC Managers. The position ensures all assigned functional areas perform efficiently and in alignment with HRSD policies, procedures, and applicable regulations.

Detailed Description

Job Requirements

Education

Required

Bachelor’s degree in business administration or related field of study

Desired

Master’s degree in business administration; additional financial, project management, information systems, or management certifications

Experience

Required

Desired

Licenses and Certifications Requirements

Additional Details

HRSD is committed to being an equal opportunity employer. HRSD does not discriminate against individuals in employment on the basis of race, sex, including sexual orientation, pregnancy, religion, color, national origin, age, disability, military or veteran status, genetic information, engaging in protected activity or any additional protected characteristics recognized by federal, state and local law.

HRSD is a Drug Free Workplace.