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We are seeking an accomplished and inspiring **Manager, Client Services** to lead a team of 20+ **Customer Engagement Associates** in delivering a superior, seamless customer experience to our North America Operating Unit (NAOU) customers. The ideal candidate is a skilled people leader with a passion for innovation, emerging technologies, and customer-centric strategies. You will guide and develop your team to exceed customer expectations, foster growth, and drive transformational change in how we connect with and serve our customers.

Key Responsibilities

+ **Leadership & Team Development:**

+ Lead, coach, and mentor a team of 20 Customer Engagement Associates to achieve performance goals and deliver exceptional customer service.

+ Cultivate a high-performance culture that prioritizes collaboration, accountability, and continuous improvement.

+ Provide regular feedback, recognition, and career development opportunities to team members.

+ **Customer Experience Excellence:**

+ Implement strategies to deliver a consistent, personalized, and proactive customer engagement model.

+ Analyze customer feedback, identify trends, and drive improvements in processes, policies, and tools to enhance the customer journey.

+ Ensure timely resolution of customer inquiries and issues, focusing on quality and satisfaction.

+ **Innovation & Technology Adoption:**

+ Champion the use of innovative tools, systems, and processes to improve the efficiency and effectiveness of customer engagement.

+ Partner with technology teams to identify, test, and integrate best-in-class digital solutions.

+ Explore and apply AI capabilities to optimize customer interaction and drive personalized experiences.

+ **Change Leadership:**

+ Act as a change agent to drive organizational shifts, new processes, and technology adoption within the team.

+ Communicate a clear vision for transformation and ensure strong alignment with company strategic objectives.

+ Foster a growth mindset within the team, promoting adaptability and resilience.

+ **Performance Management:**

+ Track and analyze key performance indicators (KPIs) and service metrics.

+ Implement insights to continuously refine engagement strategies and business outcomes.

Qualifications

+ Bachelor's degree preferred, relevant skills and experience also considered.

+ Proven expertise in driving 'Contact Center of the Future' initiatives, leveraging cutting-edge tools, technologies, and innovation.

+ Proven success in managing a large customer-facing team (preferably 15+ associates).

+ Strong people leadership skills with a track record of developing talent and building engaged high-performing teams.

+ Experience leading change and implementing innovative solutions in customer service or engagement environments.

+ Knowledge of emerging technologies with demonstrated interest or experience in AI-enabled tools and solutions.

+ Analytical thinker with the ability to translate data into actionable strategies.

+ Excellent communication and interpersonal skills.

+ Growth-minded with a passion for learning, problem-solving, and continuous improvement.

Why Join Us

+ Opportunity to shape the customer experience strategy.

+ Be part of a dynamic, forward-thinking team dedicated to leveraging technology and innovation.

+ Lead impactful projects that drive value for both customers and the associates.

+ Work in an environment that values curiosity, adaptability, and leadership at all levels.

Skills:

Customer Experience (CX); Talent Development; Emerging Technologies; Curious Mindset; Technology Adoption; Customer Service Operations; People Leadership; Process Improvements; Change Management; Innovative Solutions; Customer Engagement; Forward Thinking; Team Leadership

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.

Pay Range:$100,000 - $124,000

Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.

Annual Incentive Reference Value Percentage:15

Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.

We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.