A Place for Mom

  • Customer Solutions Manager

    Job Location(s) US-WA-Seattle
    Job ID
    # of Openings
    Customer Service/Support
  • Overview

    Customer Solutions Manager

    Job Description


    A Place for Mom is an online platform connecting families searching for senior care services with a team of experienced advisors providing insight-driven and personalized solutions.  Our mission, as the leader in senior care advisory, is to be a trusted destination for families and our community customers. We are a quickly growing organization with over 500 advisors connecting more than 300K families every year to one of our community customers.


    Living by our values and working to achieve excellence on behalf of our customers is integral to success at A Place for Mom.  Employees who thrive at A Place for Mom live our values every day and are an important part of our hiring practices:


    • Focus on Excellence
    • Act with Integrity & Assume Positive Intent
    • Drive Outcomes Every Day with Passion and A Sense of Mission
    • Make the Lives of our Families and Customers Better, Easier and More Successful
    • Realize the Full Potential in Each Team Member.  Work as a Single Supportive Team


    We are seeking a high-performing, self-motivated Customer Solutions Manager to be responsible for the success of a portfolio of our Community Network facing programs from rollout, training, and adoption, to support and performance metrics. These tools and programs include Community Central – our web portal for our network communities – and our Customer Web Services capabilities, our Secret Shop and Community Tour Feedback programs, and more.


    Key Responsibilities

    • Lead day to day management and long-term growth and success of key community customer programs
    • Collaborate across the Customer Development team including account management, community development, marketing and product to develop rollout plans for new products and services, including pilot plans, timelines, target partners, and key success metrics
    • Lead efforts to achieve quarterly adoption goals
    • Manage key external relationships at partner organizations, including CRM partners
    • Drive program enhancements through a user feedback program
    • Synthesize data and present recommendations for program enhancements to senior leadership
    • Ensure programs are well documented for internal users and serve as subject matter expert
    • Manage program support and implementation team to deliver best-in-class customer service
    • Determine and prioritize workload of team and be prepared to make proactive decisions to meet daily business demands
    • Set clear, explicit and measurable goals, and review each individual on their performance



    Required Skills and Competencies

    • Creative problem solver: Skilled at information collection and discovery; demonstrated ability to develop practical, workable solutions
    • Skilled at learning and applying new technology tools
    • Highly collaborative: Able to work across functions, geographies, and organizational levels to develop solutions; engages and involves key stakeholders
    • Demonstrates ownership: Ability to learn quickly, be proactive, and assume ownership for broad tracks of work. This role is intended for somebody who will take meaningful responsibility for scaling and maintaining reporting and analysis
    • Communicates effectively: delivers clear, concise and compelling messages, including strong writing, proof reading and presentation skills
    • Ability to multi-task and adapt to changing priorities to meet client demands

    Education Requirements

    • Bachelor’s degree
    • 5+ years experience in Project Management, Operations or Customer Support



    The position is a salaried, exempt position.  



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