Senior Manager, Customer Service

Manager of a large team or managers

Career Explorer · Customer Operations & Contact Centers · Customer Service Management

M2 · Senior ManagerIndividual contributorSenior Manager

Standard where organizational scale supports the level

What the role involves

Autonomy: Multiple teams / one capability
Scope: Multiple teams / one capability
Time horizon: Quarterly-annual
Expertise and judgement: Balances portfolios, develops managers, allocates resources
Expected impact: Multi-team outcomes and bench strength

Expected skills (24)

Grouped as human, professional and technical. Target proficiency uses the P1–P5 scale, and each row says what that level means for that particular skill.

Human (13)

Skill	Importance	Target	What that level looks like
Coaching Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Decision making Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Delegation Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Executive communication Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Feedback delivery Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Risk judgment Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Stakeholder management Communication & Influence	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Strategic thinking Thinking & Judgment	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Talent development Collaboration & Leadership	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Conflict resolution Communication & Influence	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
De-escalation Operational Human Skills	Supporting	P3	Adapts De-escalation in difficult situations and coaches others.
Inclusive leadership Collaboration & Leadership	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Service empathy Operational Human Skills	Supporting	P3	Adapts Service empathy in difficult situations and coaches others.

Professional (11)

Skill	Importance	Target	What that level looks like
Business acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Financial acumen Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Performance management Business & Strategy	Core	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Case management Customer Operations & Contact Centers	Supporting	P3	Owns complex Case management cases/processes, improves controls and coaches colleagues.
Contact center analytics Customer Operations & Contact Centers	Supporting	P3	Owns complex Contact center analytics cases/processes, improves controls and coaches colleagues.
Customer Satisfaction (CSAT) Customer Operations & Contact Centers	Supporting	P3	Owns complex Customer Satisfaction (CSAT) cases/processes, improves controls and coaches colleagues.
Customer escalation management Customer Operations & Contact Centers	Supporting	P3	Owns complex Customer escalation management cases/processes, improves controls and coaches colleagues.
First Contact Resolution (FCR) Customer Operations & Contact Centers	Supporting	P3	Owns complex First Contact Resolution (FCR) cases/processes, improves controls and coaches colleagues.
Omnichannel customer service Customer Operations & Contact Centers	Supporting	P3	Owns complex Omnichannel customer service cases/processes, improves controls and coaches colleagues.
Resource management Program, Risk & Sustainability	Supporting	P3	Handles complex situations, adapts methods and coaches less-experienced colleagues.
Ticket management Customer Operations & Contact Centers	Supporting	P3	Owns complex Ticket management cases/processes, improves controls and coaches colleagues.

Career ladder

Reached from

Manager, Customer ServiceM1

Next steps

Director, Customer ServiceM3Management promotion
Move from multi-team management to department leadership; set functional strategy, operating model, workforce plan and investment priorities.

People management requires sustained evidence of coaching, performance management, staffing judgment and organizational leadership - not simply greater individual expertise.

What changes to advance

Move from multi-team management to department leadership; set functional strategy, operating model, workforce plan and investment priorities.

Source: PROCOMER FTZ benchmark; SFIA; PMI · MF303-M2