Manager, Support Center

It All Starts with Our People 

As the leader in automotive preventive maintenance, Valvoline has a proven track record of growth. We continue to invest in our people, processes, and technology to strengthen our ability to efficiently deliver Quick, Easy, Trusted service across all our stores – every day. We're not just in the car business; we're in the people business. And we're looking for humble, hungry, and smart people to help us shape the future of mobility. If you're hungry to drive change and seek a dynamic, collaborative environment that fuels both personal and professional growth, you've found your place with us. 

Our highest priority is creating a diverse and welcoming workplace with team members from varied backgrounds and experiences. People of color, women, LGBTQIA+, veterans, and persons with disabilities are strongly encouraged to apply. 

The Opportunity 

The Manager, Customer Support is responsible for providing management and leadership to Virtual Call Control and Customer Care Managers with the goal of meeting program objectives and customer service level agreements for 200+ Supervisors/Agents. This leader identifies organizational, financial, and human resource needs to ensure operational excellence. While supporting the Director of Customer Support’s strategic direction of the function to ensure alignment with company strategy and initiatives.

The Manager, Customer Support is responsible for delivering on call center KPIs such as service level agreements and time to resolve for both Customer Care (claims) and Virtual Call Control (answering phones for retail locations, which is a service paid for by franchisees). The Support Center Operations Manager is also responsible for meeting corporate and franchisee performance expectations, meeting financial objectives, and creating/managing processes to improve performance.

Customer Care and Virtual Call Control are Valvoline’s primary mechanism for impacting consumer experience outside of the store and play a large role in customer ratings and reviews. In addition to the $10M in claims expense managed by Customer Care annually, the team generates over $12M annually in profit through the conversion of Customer Support interactions.   

 How You'll Make a Difference 

• Executes strategic direction and oversight to a multi-channel customer support organization which includes planning, execution to meet/exceed productivity, brand representation, and efficiency goals and report information to executives and/or major customers/stakeholders.  
• Manage multiple levels of leadership in consumer-facing teams to ensure program(s) productivity, quality, and customer satisfaction/client performance objectives are met and performed efficiently. 
• Owns claims process for all consumer complaints in VIOC retail environment. Works with operations in both corporate and franchise locations to understand consumer issues, identify liability and manage conversations with impacted consumers. Works to improve process and enable a better customer experience. 
• Maintains and improves call center operations with data by monitoring performance; identifying and resolving problems; preparing and completing action plans; completing system audits and analyses; managing system and process improvement and quality assurance programs. Prepares call center performance reports by collecting, analyzing, and summarizing data and trends.
• Act as customer advocate by providing continuous focus on both continuous improvement and solutions across all customer support teams. This position works closely with other stakeholders and business units to implement support for new vertical while maintain core business. 
• Other duties and responsibilities as determined by Valvoline from time to time in its sole discretion.

What You'll Need to Succeed 

• Bachelor’s Degree Required 
• At least 8+ years of experience in management/operations in a call center environment 
• Strong management, leadership & development background 
• Excellent computer skills, proficient in Excel, Word, Outlook, CRM software, IVR/switch
• Ability to manage multiple priorities with an attention to detail, operating effectively in a fast-paced environment
• Change Management Agent with the ability to lead and execute change
• Clear understanding of call center reporting with analytics experience
• Excellent communication skills, both verbal and written
• Excellent interpersonal skills and a collaborative management style, ability to delegate effectively
• Knowledge and experience in organizational effectiveness and operations management, implementing best practices
• Excellent people manager, open to direction while implementing a collaborative work style and commitment to a strong work ethic
• 
  
• Must be authorized to work in the U.S. 

We Take Care of the WHOLE You 

• Health insurance plans (medical, dental, vision) 
• HSA and flexible spending accounts 
• 401(k) 
• Incentive opportunity* 
• Life insurance 
• Short and long-term disability insurance 
• Paid vacation and holidays* 
• Employee Assistance Program 
• Employee discounts 
• Tuition reimbursement* 
• Adoption assistance* 

*Terms and conditions apply, and benefits may differ depending on position. 

Your Path to Valvoline 

Valvoline provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. 

Join us in revolutionizing the automotive aftermarket industry while enjoying competitive benefits, a supportive work culture, and opportunities for advancement. Apply now and become an integral part of our journey at Valvoline. 

The Company endeavors to make its recruitment process accessible to any and all users. Reasonable accommodations will be provided upon request to applicants with disabilities to facilitate equal opportunity throughout the recruitment and selection process. Please contact Human Resources at 1.833.VVV.Report or email ECC@valvoline.com to request reasonable accommodation during any point in the recruitment and selection process. The contact information is for accommodation requests only; do not use this contact information to inquire about the status of applications. 

#LI-Remote