Build a career with confidence
carrier global corporation, the global leader in intelligent climate and energy solutions, is committed to creating solutions that matter—for people and our planet—for generations to come. From the beginning, we’ve led in inventing new technologies and entirely new industries. Today, we continue to lead because we have a world‑class, diverse workforce that puts the customer at the center of everything we do.
About the role
the customer service performance optimization manager plays a key role in elevating service excellence across the customer support organization. In this role, you will empower teams through high-impact onboarding, actionable quality insights, coaching enablement, and performance analytics. Your work will directly improve the customer experience, strengthen operational efficiency, and support the development of customer service talent across the organization.
Key responsibilities
as a customer service performance optimization manager, you’ll be responsible for:
training & onboarding support
supporting the design, delivery, and continuous improvement of local customer service onboarding programs
partnering with operations to identify ongoing skill development needs
ensuring training content aligns with policies, systems, and customer experience expectations
evaluating post‑training performance to measure effectiveness and recommend improvements
quality assurance & coaching enablement
overseeing quality assurance monitoring activities across customer interactions
analyzing qa results to identify skill gaps, trends, and performance drivers
transforming evaluation insights into actionable coaching recommendations
partnering with leaders to ensure consistent coaching execution and accountability
supporting calibration sessions and continuous improvement of qa standards
performance analytics & workforce management support
managing and analyzing customer service performance metrics including productivity, quality, adherence, and customer experience
reporting performance summaries to leadership through visual dashboards and identifying trends
providing insights to workforce management for forecasting, scheduling, and capacity planning
identifying risks, opportunities, and trends impacting service levels and efficiency
ensuring accuracy, consistency, and transparency of performance data
continuous improvement & collaboration
acting as a subject matter expert in customer service performance optimization
collaborating cross‑functionally with operations, wfm, training, hr, and analytics
recommending process improvements driven by data and frontline feedback
supporting change initiatives tied to new tools, processes, or performance frameworks
requirements
we are looking for someone who is analytical, collaborative, detail‑oriented, and passionate about elevating customer experience. If this sounds like you, we encourage you to apply.
As a minimum, you must have:
minimum of 5 years of experience in customer service operations, quality, training, performance management, or workforce management
strong communication skills in english and spanish
valid us visa
hands‑on experience with salesforce crm
working knowledge of sap
strong analytical skills with experience interpreting performance metrics and trends
experience translating data and qa findings into actionable coaching plans
proficiency with contact center systems, qa platforms, and reporting tools
strong communication and stakeholder management skills
although not necessary, it would be nice if you have:
experience in a contact center or high‑volume customer service environment
knowledge of adult learning principles and coaching methodologies
experience partnering with workforce management teams
advanced excel, reporting, or business intelligence experience
benefits
we are committed to offering competitive benefits programs for all of our employees and enhancing our programs when necessary.
Have peace of mind and body with our health insurance
drive forward your career through professional development opportunities
our commitment to you
our greatest assets are the expertise, creativity, and passion of our employees. We strive to provide a great place to work that attracts, develops, and retains the best talent, promotes employee engagement, fosters teamwork, and ultimately drives innovation for the benefit of our customers.
We aim to create an environment where you feel you belong—with diversity and inclusion as the engine for growth and innovation. We develop and deploy best‑in‑class programs and practices, provide enriching career opportunities, listen to employee feedback, and continually challenge ourselves to do better.
Join us and make a difference.
Apply now!
Carrier is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status, age or any other federally protected class.
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