Tactical Support & Case Management Manager

Requisition Number: 27123

Successful candidates must live within a 50-mile radius of Cleveland, OH, Charlotte, NC or King of Prussia, PA.

When you work for AmeriGas, you become a part of something BIG! Founded in 1959, AmeriGas is the nation’s premier propane company, serving over 1.5 million residential, commercial, industrial and motor fuel propane customers. Together, over 6,500 dedicated professionals will deliver over 1 billion gallons of propane from 1,800+ distribution points across the United States.

Applications for this position will be accepted until September 14th, 2025.

Job Summary (Purpose): A Customer Tactical Support & Case Management Manager leads our tactical customer escalation management and CRM case management functions. This leadership role is responsible for managing a team of 35+ professionals across multiple specialized functions, driving operational excellence, and ensuring seamless integration between customer support processes and data-driven customer relationship management.

Key Characteristics:

- Strategic Leadership - Ability to develop and execute enterprise-level customer support strategy.

- People Management - Proven capability to lead large, complex teams with diverse functions.

- Data-Driven Decision Making - Advanced analytical skills with ability to leverage data for strategic insights.

- Communication - Exceptional ability to communicate with employees and leadership at various levels.

- Customer Advocacy - Deep commitment to customer success and experience excellence.

- Cross-Functional Collaboration - Proven ability to influence and drive results across entire organization.

Duties and Responsibilities:

- Lead, mentor, and develop a diverse team of professionals across multiple functions.

- Develop and execute strategic vision for integrated customer support and case management operations.

- Design and implement integrated workflow between customer facing departments.

- Oversee development of escalation matrices, case routing logic, and cross-functional collaboration protocols.

- Oversee CRM data integrity, analysis, and reporting operations across the organization.

- Drive automation and process optimization initiatives to improve efficiency and customer satisfaction.

- Foster cross-functional collaboration between Tactical/Case Management team with Contact Centers, Field Operations, Centralized Teams, and Training.

- Manage team capacity planning, workload distribution, and resource allocation.

- Monitor key performance indicators (KPIs) and service level agreements (SLAs).

- Generate executive-level reporting and insights on customer support performance and customer health.

Knowledge, Skills and Abilities:

- Demonstrated expertise with CRM systems (preferably Dynamics 365), business intelligence tools, and customer support platforms.

- Excellent communication skills with ability to influence and collaborate with stakeholders at all organizational levels.

- Strong knowledge of contact center technologies and troubleshooting processes.

- Proficient in Microsoft Office products (Word, Excel, Outlook, and PowerPoint).

- Degree or certification in Operations Management, Customer Experience, or Data Analytics.

- Excellent listening skills.

Education and Experience Required:

- BS/BA in Business, Communication or a related field or equivalent work experience.

- 5+ years’ experience in contact center operations or customer service or data integrity roles. - Minimum of 5+ years in a supervisory or management role.

- Proven track record of managing high-performing teams in complex, fast-paced environments.

- Previous experience managing both customer-facing and analytical teams.

Preferred Experience:

- Propane industry business knowledge preferred.

- AmeriGas system knowledge: CRM, SAP, etc.

- Advanced knowledge of AmeriGas policy and procedures

AmeriGas Propane, Inc. is an Equal Opportunity Employer. The Company does not discriminate on the basis of race, color, sex, national origin, disability, age, gender identity, sexual orientation, veteran status, or any other legally protected class in its practices.

AmeriGas is a Drug Free Workplace. Candidates must be willing to submit to a pre-employment drug screen and a criminal background check. Successful applicants shall be required to pass a pre-employment drug screen as a condition of employment, and if hired, shall be subject to substance abuse testing in accordance with AmeriGas policies. As a federal contractor that engages in safety-sensitive work, AmeriGas cannot permit employees in certain positions to use medical marijuana, even if prescribed by an authorized physician. Similarly, applicants for such positions who are actively using medical marijuana may be denied hire on that basis.

The pay for this position ranges from $89,200.00 to $110,000.00 depending on circumstances including an applicant’s skills and qualifications, certain degrees and certifications, prior job experience, market data, and other relevant factors.

This is the Company’s good faith and reasonable estimate of the range of compensation for this position as of the time of posting. The Company offers a wide array of comprehensive benefit programs and services including medical, dental, vision, flexible spending and health savings accounts to our benefits-eligible employees. Additional benefits include retirement savings plans like 401(k) and paid days off such as parental leave, military leave, vacation/paid time off, sick leave in compliance with state law, as applicable, paid holidays, and disability coverage. Some benefits offerings are subject to any legal requirements or limitations, employee eligibility status, and where the employee lives and/or works.