Manager Lead Management

Lead, mentor, and develop a high-performing team by providing coaching and feedback to enhance service levels, conversion rates, and overall effectiveness. Foster a culture of accountability, continuous improvement, and customer-centricity, focused on keeping the team motivated and engaged. Establish clear performance objectives (KPIs) and develop career paths to ensure individual and team growth. BA/BS degree preferred or equivalent work experience 8+ years experience in customer support, marketing or sales support Experience in building a positive team culture and environment Strong call center experience with a customer satisfaction focus Experience with optimizing AI in a call center environment Strong partnering - internal and external leadership Ability to drive results and execution in a highly matrixed organization Effective delegation to appropriate specialists and team Ability to build and maintain a strong partnership with sales Calm under pressure and effective communicator Accountable for results, transparent with peers \u0026 staff Inquiry management \u0026 lead routing systems Basic understanding of portfolio for routing and prioritization Bilingual in Spanish and English is a plus, but not required Design and own the end-to-end lead management strategy, overseeing the development and maintenance of efficient processes for inquiry generation, qualification, routing, and follow-up. Serve as the central Subject Matter Expert (SME) and primary escalation point for all end-user customer inquiries, lead management processes, and related tools. Represent the Marketing Contact Center (MCC) in cross-functional programs and stakeholder meetings, effectively communicating strategy, performance, and business impact. Oversee the development and organization of product training programs to ensure the team possesses expert-level readiness and knowledge. Performance Reporting \u0026 Analytics: Develop, maintain, and own performance dashboards to provide real-time visibility into lead flow, conversion rates, and team KPIs. Analyze data to report trends, identify actionable insights, and measure ROI. Escalation \u0026 Issue Resolution: Serve as the primary point of contact for all lead management escalations. Own the resolution process by investigating issues, collaborating with cross-functional teams, and implementing corrective actions to prevent recurrence. Event Lead Management: Oversee the end-to-end process for lead capture at all marketing events. Responsible for developing the capture strategy, managing execution, and ensuring the timely and accurate processing of all event-sourced leads into Sales Force for distribution and nurturing.