Top 18 Customer service manager Jobs in Cedar Rapids Ia

Manager, Customer Support Operations
Vontas —Cedar Rapids, IA
- Full-time
- 5 years
- Office
- Bachelor's degree
Customer Service Manager (Coffee Services) Cedar Rapids, IA
Canteen —Cedar Rapids, IA
- $70,000 - $75,000 a year
- Full-time
- Background check
- Mid-level
- Office
- Commuter assistance
- Paid parental leave
Quick Apply
Client Manager
Gallagher Benefit Services —Cedar Rapids, IA
- Mid-level
- 8 years
- Bachelor's degree
Office / Customer Care Manager
101 Mobility, LLC —Coralville, IA
- $18 - $25 an hour
- Full-time
- Office
- Organizational skills
- In-person
- Health insurance
- Dental insurance
Quick Apply
Customer Service Manager
1100 Applied Industrial Technologies, Inc. —Cedar Rapids, IA
- Urgently hiring
- Clean driving record
- English
- Mid-level
- 401(k)
- Tuition reimbursement
Manager, Account Management (TAG)
Transamerica —Cedar Rapids, IA
- $81,000 - $93,000 a year
- Full-time
- 7 years
- Mid-level
- Supervising experience
- Wellness program
- Paid parental leave
4d
Manager, Client Engagement - Retirement Operations
Transamerica —Cedar Rapids, IA
- $85,000 - $120,000 a year
- Full-time
- Hybrid work
- Microsoft Word
- Office
- 8 years
- Wellness program
- Paid parental leave
Senior Manager, Account Management
Transamerica —Cedar Rapids, IA
- $88,000 - $100,000 a year
- Full-time
- 5 years
- Bachelor's degree
- Mentoring
- Wellness program
- Paid parental leave
4d
Implementation Project Manager - Utility Customer Care & Billing Software
National Information Solutions Cooperative (NISC) —Cedar Rapids, IA
- Hybrid work
- Research
- Mid-level
- Office
Airport Customer Service Supervisor - CID FT
Unifi Aviation, LLC —Cedar Rapids, IA
- $20.15 an hour
- Overtime
- 18 years or older
- Experience working with individuals with disabilities
- Mid-level
- Health insurance
- Dental insurance
Customer Service Manager - State Farm Agent Team Member
Carter Valentine - State Farm Agent —Cedar Rapids, IA
- $40,000 - $50,000 a year
- Full-time
- Communication skills
- Entry level
- Health insurance
- 401(k)
Quick Apply
Customer Experience Manager
Five Below Inc —Cedar Rapids, IA
- From $15 an hour
- Full-time
- 18 years or older
- Mid-level
- Travel
- Health insurance
2d
Customer Experience Lead - Full Time
Burlington —Coralville, IA
- $16.50 an hour
- Part-time
- Merchandising
- Mid-level
- Retail management
- Paid holidays
- Health insurance

Other jobs to consider

Find your next job by exploring related positions.

Sales Support Specialist
GreatAmerica Financial Services —Cedar Rapids, IA
High school diploma required; Bachelor’s degree in Business or related field preferred. Shepherd transactions through each stage of the sales process—from…
Customer Service Representative
Bridge Community Bank —Mount Vernon, IA
Provide exceptional service through both in-person and telephone correspondence from current and prospective customers. Customer service: 1 year (Preferred).
Quick Apply

Show more related jobs

Explore jobs in cities nearby

Check out jobs in cities near your current location, Columbus

Customer Experience Manager
Birge & Held Group LLC —Westerville, OH
Proficiency in property management software (e.g., Onesite, Yardi, or similar), Microsoft Office suite, and customer relationship management (CRM) tools.
$55,000 - $60,000 a year
Quick Apply
Account Manager (Legal Services)
RR Donnelley —Columbus, OH
Participate or lead due diligence, implementation (people, process, technology) for new business within own client account(s); participate on other or new…
$78,700 - $125,900 a year
Quick Apply

Show more jobs in cities nearby

I want to receive the latest job alert for customer service manager in cedar rapids ia

By signing in to your account, you agree to SimplyHired's Terms of Service and consent to our Cookie and Privacy Policy.

Explore jobs in more locations

customer service manager jobs near cedar rapids ia

Operations Manager jobs in Cedar Rapids, IA

Account Manager jobs in Cedar Rapids, IA

Customer Service Supervisor jobs in Cedar Rapids, IA

Customer Service Manager jobs in Cedar Rapids, IA

Customer Experience Manager jobs in Cedar Rapids, IA

Client Manager jobs in Cedar Rapids, IA

Restaurant Manager jobs in Saint Petersburg, FL

Operations Manager jobs in Albany, NY

Operations Coordinator jobs in Saint Paul, MN

Clinical Operations Mental Health jobs in Remote

Operations Manager jobs in Louisville, KY

Operations Manager jobs in New Orleans, LA

Manager Walmart jobs in Houston, TX

Account Manager jobs in Lombard, IL

Account Manager jobs in Chesapeake, VA

It Project Manager jobs in Chicago, IL

Account Manager jobs in Texas

Account Manager jobs in Sarasota, FL

Non Client Facing Project Manager jobs in Remote

Customer Service Supervisor jobs in Wisconsin

Manager, Customer Support Operations

Vontas -
Cedar Rapids, IA

Apply Now

Job Details

Full-time

Qualifications

Performance dashboard reports
Dashboard development
Managing technical support teams
AI use case identification
Staff supervision
Managing teams in a customer support role
Team leadership
Enterprise software
Dashboard creation support
Gap analysis
Employee relationship building
Incident Escalation
Change management
Managing clients in a customer support role
Customer support ticket management
Relationship management
Developing new training programs
Customer support
Productivity software
Process improvement planning
AI-driven automation
Learning and development strategy
Backlog management
Cross-functional communication
Ticketing system technical support

Full Job Description

Job Summary:

The Manager, Customer Support Operations provides strategic leadership for the Customer Care team at Vontas, driving continuous improvement, establishing clear processes, and ensuring team efforts translate into consistent, measurable results for customers. This role serves as the primary escalation owner for customers, takes full ownership of the Zendesk platform, and builds the reporting infrastructure needed to track support ticket metrics and improve team performance. This individual must be self-directed and strategic, with the ability to assess competing priorities, sequence improvements for maximum near-term impact, and grow team capability through structured training and development. This role is expected to align Customer Care strategy with company-wide goals and objectives. This role reports to the Director, Customer Support.

Job Description:

Supervisory Duties/Responsibilities:

Day-to-day management of Customer Care Analysts and their performance
Coach and develop employees through ongoing feedback, development plans, and performance management to achieve their highest potential and desired business results
Foster a positive, collaborative team culture where employees feel supported, empowered, and recognized for their contributions
Build and execute a comprehensive talent management and training plan grounded in a skills matrix, developing team-wide capability and expanding cross-functional knowledge
Establish and communicate performance expectations; identify opportunities for growth and ensure development plans are created and supported
Execute capacity planning and lead talent acquisition activities for the Customer Care team
Ensure fair and equal treatment of employees, addressing difficult issues with assistance from Human Resources, and practicing empathy and compassion
Promote Company policies, procedures, mission, and values by training and providing direction to direct reports in their use and application
Other duties as assigned

Duties/Responsibilities:

Evaluate, improve, and prioritize support process adoption initiatives, establishing clear team intake and work assignment processes that drive consistent, measurable results for customers
Serve as the primary escalation lead for customers and internal stakeholders; define and maintain the escalation framework, including team training and adoption
Own the Zendesk platform end to end, including configuration, dashboards, and ticket processes; establish and monitor team goals, metrics, and service levels to ensure accurate, real-time visibility into performance and proactively drive the team to exceed targets
Own customer satisfaction outcomes; monitor CSAT trends and provide regular performance reporting to the leadership team
Understand and contribute to customer retention and maintenance revenue outcomes by ensuring the team delivers a consistently high standard of support
Partner closely with the Manager, Customer Engineering to align on escalation paths, ticket routing, cross-team processes, and shared customer outcomes, ensuring a cohesive and coordinated approach across Customer Support
Champion the adoption of AI-powered tools and workflows within the Support team, continuously identifying opportunities to leverage emerging technologies to improve response quality, reduce resolution time, and scale team capacity.
Identify support-intensive areas and work with other departments within Vontas to resolve complex issues, improve product capabilities by contributing to product requirements with R&D, and develop mitigation plans
Other duties as assigned

Required Skills/Abilities:

Demonstrated experience as a strategic manager who leads teams through process improvement and change, directs and develops others, and translates initiatives into measurable outcomes
Experience owning and managing escalations in a tiered support environment, including executive and agency-level customer situations, with a clear understanding of escalation paths and ticket lifecycle management
Strong prioritization skills with the ability to assess a complex improvement backlog and sequence initiatives by impact
Proven ability to design and implement structured training programs and skills matrices, including identifying capability gaps and driving team-wide adoption
Outstanding communicator and adaptable leader with strong cross-functional relationship management skills and the ability to foster collaboration across diverse working styles
Demonstrated experience leveraging AI tools and technologies in a support or service delivery context, with the ability to evaluate, implement, and drive team-wide adoption of AI-driven workflows
Proficiency in Microsoft Office Suite and related software

Education and Experience:

Minimum 3 years in a customer support or technical support leadership role within an enterprise organization

Bachelor's degree in Business Administration, Communications, Information Technology, or a related field; or a minimum of 5 years of relevant experience in a technical support leadership role in lieu of a degree
Minimum 3 years of hands-on experience with an enterprise support ticketing platform, including configuration, dashboard development, and reporting; Zendesk experience preferred
Experience in a fast-paced, enterprise-level, mission-critical technical support environment required; transit or transportation industry experience is a strong asset and candidates with a background in transit agency operations, transit software, or related public sector technology environments will be strongly considered

Physical Requirements:

Prolonged periods sitting at a desk and working on a computer/laptop
Must be able to lift up to 10 pounds at a time
Must be able to handle high utilization of hand and wrist dexterity
Ability to travel up to 25% of the time; travel is primarily domestic but may occasionally include international travel to customer sites and company locations; extended travel may be required on occasion

Disclaimers:

All job requirements are subject to possible revision to reflect changes in the position requirements or to reasonably accommodate individuals with disabilities. Some requirements may exclude individuals who pose a threat or risk to the health and safety of themselves or other employees
This job description in no way states or implies that these are the only duties to which will be required in this position. Employees will be required to follow other job-related duties as requested by their supervisor/manager (within guidelines and compliance with Federal and State Laws). Continued employment remains on an “at-will” basis
Vontas remains and actively participates as an Equal Opportunity Employer/Affirmative Action Employer

Worker Type:

Regular

Number of Openings Available:

We thank all applicants for their interest; however, only those who qualify for an interview will be contacted. *Professional recruiting agents or consultants need not call.

Apply Now

Refine Your Search

customer service manager jobs in cedar rapids ia

Manager, Customer Support Operations

Customer Service Manager (Coffee Services) Cedar Rapids, IA

Client Manager

Office / Customer Care Manager

Customer Service Manager

Manager, Account Management (TAG)

Manager, Client Engagement - Retirement Operations

Senior Manager, Account Management

Implementation Project Manager - Utility Customer Care & Billing Software

Airport Customer Service Supervisor - CID FT

Customer Service Manager - State Farm Agent Team Member

Customer Experience Manager

Customer Experience Lead - Full Time

Other jobs to consider

Explore jobs in cities nearby

I want to receive the latest job alert for customer service manager in cedar rapids ia

Explore jobs in more locations

Job Seeker Tools

Employer Tools

Browse

Stay Connected