Sr. Manager, Web Support 

We’re Looking For A: 

Sr. Manager, Web Support, to oversee and lead the Web Support Department, ensuring exceptional customer service and operational efficiency. Accountable for the department’s performance, you will support and guide Web Support Assistant Managers and Supervisors, fostering a culture of continuous improvement and alignment with company objectives. Your responsibilities include monitoring performance, identifying growth opportunities, implementing improvement plans, and refining systems, processes, and workflows to meet business goals. You will work closely with department leaders to drive growth, retention, and ongoing improvement. By exemplifying our commitment to exceptional service and leading your team to success, you will make a significant impact on the overall performance and reputation of our organization.

Location: Remote (Alabama, Arizona, Arkansas, California, Colorado, Georgia, Illinois, Indiana, Minnesota, Nevada, New Mexico, Ohio, Oregon, Tennessee, Texas, Utah, and Wyoming)

The Golden Difference. How are we different from other companies?

• Medical, Dental, and Vision insurance for no cost on employee-only plans; 75% of premium coverage when enrolling dependents
• Employee Stock Ownership Plan (You're part owner of GCC). Learn more.
• 401k retirement contribution with company matching up to 3.5%
• 10 days of paid vacation, 6 days of paid sick time plus holidays
• Massive room for professional growth and results-based pay increases
• Actually fun virtual & in-person events 

What You’ll Be Doing:

• Oversee the daily operations of the Web Support Department, leading assistant managers and their teams to meet and exceed service levels, performance metrics, and customer satisfaction goals.
• Develop, implement, and maintain workflows, policies, and procedures that enhance operational efficiency and ensure consistent service delivery.
• Cultivate a positive, inclusive, and collaborative team culture, promoting professional growth, retention, and alignment with business objectives.
• Lead coaching, training, and support efforts for Assistant Managers, Supervisors, and Representatives to meet performance goals.
• Monitor trends in customer satisfaction and employee performance, preparing and presenting departmental reports, and proposing actionable plans for continuous improvement.
• Leverage reports and dashboards to report back to cross-functional partners and brand owners business trends and issues.
• Ensure adherence to quality assurance processes, addressing product quality issues identified through customer complaints promptly.
• Set, monitor and manage productivity goals and KPI targets for each channel 
• Support staff and budget forecasting, resource planning, and staffing adjustments based on business needs, volume, and seasonal trends.
• Foster and lead cross-departmental collaboration by sharing knowledge, driving information exchange, and ensuring alignment on initiatives, operational strategies, and goals, while handling escalations and critical customer service issues to ensure customer satisfaction and compliance with industry regulations.
• Champion continuous improvement by driving innovation and operational changes to improve workflows and efficiency.
• Exceptional leadership, communication, and interpersonal skills, with the ability to influence and drive results.
• Strong problem-solving abilities, using data analytics to identify opportunities for improvement.
• Technical proficiency with CRM systems, workforce management software, and other relevant tools.
• Ability to manage multiple tasks and priorities in a fast-paced environment.
• Proven experience in developing and executing operational strategies to drive performance improvements.
• Strong understanding of industry regulations and compliance requirements.
• Proven ability to coach, mentor, and develop leadership skills in others.
• Capacity to thrive in a rapidly changing environment, maintaining a positive attitude under pressure.
• Expertise in customer service best practices and etiquette.
• High attention to detail with strong organizational and planning skills.
• Ability to handle escalated customer service issues and manage critical situations effectively.
• Strong communication skills to effectively present ideas and recommendations to senior leadership.

Preferred Qualifications (Note: These are preferred and not required. We strongly encourage you to apply even if you don’t tick ALL of these boxes.):

• 10+ years in Call Center/Web Support Management.
• 5+ years leading large teams (25+indirect).
• Working knowledge of workforce management mechanics and principles
• Proficiency with Microsoft Office and Google Suite (Excel, Word, etc).
• CRM experience.
• Salesforce Servicecloud experience strongly preferred.

$92,000-$115,000, annual, depending upon experience. 

We will consider for employment all qualified applicants with criminal histories in a manner consistent with applicable law.