Customer Care Manager - Call Center Operations, US Remote

Description: **Become the Best Part of PMP Management!** PMP is seeking a motivated, detailed, communicative, and personable professional for the coveted role of **Customer Care Manager.** **Who We Are** Property Management Professionals (PMP) is an industry\-leading association management firm providing extraordinary services to common interest developments throughout Southern California, Texas, and Utah. PMP delivers a level of service only a local management partner can, with the depth and breadth of support and training only seen at much larger management firms. PMP is one of the fastest\-growing management firms which provides our team members a unique opportunity to evolve and grow their careers. Our people\-centric culture attracts and retains the industry’s top talent and has served as one of our competitive advantages, driving our growth and success over the past decade and a half. To learn more about PMP and our unique company culture, we invite you to visit our social media platforms below: Instagram/pmpmanage facebook/pmpmanage linkedin/company/pmpmanagement **Who We’re Looking For** PMP is looking for energetic, passionate, personable, and detail\-oriented professionals to join our growing team. The right candidate will embrace change, celebrate innovation, and have an unwavering passion for providing extraordinary customer service to our valuable clients. **Position Summary** PMP is seeking a **Customer Care Manager** to lead our Customer Care and Access operations across a distributed team. This role is responsible for day\-to\-day performance across phone, chat, and action\-item workflows while ensuring service levels, quality, productivity, and customer experience remain strong. The Manager will lead through clear expectations, coaching, data\-driven decision\-making, and consistent follow\-through. The team includes remote employees in Mexico and the Philippines, along with in\-office employees in Valencia, CA. The right candidate must be highly effective in managing remote and in\-office team members across locations, time zones, and working styles. **Key Responsibilities** **Contact Center Operations** * Lead daily operations across phone queues, live chat, and action\-item workflows, with a strong focus on prompt response times, consistent coverage, and stable service levels. * Monitor queue performance, workload, attendance, and adherence; adjust priorities and coverage as needed to protect the customer experience. * Ensure downtime between calls or chats is used productively to complete action items and prevent aging or past\-due backlogs. * Support recovery plans during call spikes, backlog increases, system issues, or other operational disruptions. **People Leadership** * Lead, coach, and develop the Care Team Lead, Access Team Lead, and frontline team members through clear expectations and consistent accountability. * Conduct regular 1:1s, provide performance feedback, recognize strong perform