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This role is in support of Cencora's veterinary and livestock production solutions marketed through our MWI Animal Health business. The Customer Engagement Manager leads a fully remote team of Customer Engagement Representatives (CERs) whose primary focus is delivering a high‑quality, consistent, and supportive customer experience enabling prioritized commercial outcomes such as attainment, market share, customer satisfaction and customer adoption of new products and services.
Job Responsibility:
Lead, coach, and develop remote CERs to deliver a consistently exceptional customer support experience
Monitor support quality, productivity, SLA attainment, and sales/experience outcomes
Plan and facilitate weekly virtual team meetings
Partner with Sr Leaders and Regional Directors to cultivate a remote team culture
Oversee workforce management within team to meet SLAs and budget targets
Recruit, hire, onboard, and mentor CERs
Implement inbound support engagement strategies
Implement outbound engagement programs
Handle customer escalations efficiently and professionally
Identify customer support and experience gaps and partner with Leadership and Learning & Development
Drive operating discipline to continuously improve the customer experience
Coordinate remote training with vendor partners
Travel occasionally to designated locations for leadership development, alignment, and collaboration
Requirements:
Advanced understanding of customer support workflows, remote team management, and consultative service practices
5+ years of directly related or relevant experience, including 2+ years of customer support, customer experience, service‑oriented, or people‑leadership experience
remote or hybrid team leadership preferred
BS/BA in a related discipline or equivalent related experience
professional certification may be preferred or required
Advanced knowledge of call center leadership, Microsoft Office, and digital communication/collaboration tools required for effective remote leadership
What we offer:
medical
dental
vision care
comprehensive suite of benefits focusing on physical, emotional, financial, and social aspects of wellness
support for working families
backup dependent care
adoption assistance
infertility coverage
family building support
behavioral health solutions
paid parental leave
paid caregiver leave
training programs
professional development resources
opportunities to participate in mentorship programs