Inbound Customer Care, Manager

At Elanco (NYSE: ELAN) – it all starts with animals!

As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets.

At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.

At Elanco, we pride ourselves on fostering a diverse and inclusive work environment.

We believe that diversity is the driving force behind innovation, creativity, and overall business success.

Here, you’ll be part of a company that values and champions new ways of thinking, work with dynamic individuals, and acquire new skills and experiences that will propel your career to new heights.

Making animals’ lives better makes life better – join our team today!

Your Role: Inbound Customer Care, Manager 

The Inbound Customer Care Manager is a pivotal leadership role for overseeing a team of customer care representatives.

This position ensures the delivery of gold standard inbound customer support and exceptional customer experiences, driving timely order fulfillment, effective issue resolution, and proactive customer engagement.

 

As a key liaison between Operations, Sales Leadership, and Marketing, the Manager fosters a culture of excellence, accountability, and proactive communication within and across teams.

Responsibilities include providing supervision and oversight for all customer support activities, such as phone-based interactions and processing customer communications.

A core aspect of this role involves coaching, performance management, and implementing robust personnel development initiatives for the Customer Care team. 

Your Responsibilities:


* Lead, mentor, and develop a high-performing customer care team focused on delivering exceptional customer experiences.


* Monitor and coach team members to ensure compliance with regulatory, quality, and service standards.


* Oversee efficient handling of customer inquiries and serve as an escalation point for complex issues.


* Analyze key performance metrics (KPIs) to drive continuous improvement and operational excellence.


* Collaborate cross-functionally with Operations, Sales, and Marketing to support seamless customer experiences and new product launches.

What You Need to Succeed (minimum qualifications):


* Education: High school diploma or GED required; postsecondary degree preferred but not required.


* Experience: Must have at least 3 years of customer service experience (i.e., retail, hospitality, call center, etc). 



* Previous experience working in a call center environment is highly preferred. 


* Proven experience managing and leading at all levels. 


* Adept at leading teams and/or self through change, promoting adaptability and positive outcomes. 

What will give you a competitive edge (preferred qualifications):


* Proven experience managin...