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Manager Customer Services Jobs in Iowa (NOW HIRING)

Essilor

Manager Customer Service

Sioux City, IA · On-site

GENERAL FUNCTION The Customer Care Manager owns the customer experience within lab operations & is the escalation point for complex customer issues. This role bridges customer service & lab ...

Jobtailor

Manager, Customer Experience

Nevada, IA · On-site

$90 - $120/hr

Familiarity with OMS, WMS, and CRM tools * 4+ years of experience in customer service management, logistics or supply chain focus * Proven ability in team management and strategic planning.

iCIMS

Senior Manager, Customer Success

Des Moines, IA · On-site

This role partners closely with Account Management, Support, Professional Services, Product, and other cross-functional stakeholders to ensure alignment, scalability, and customer success outcomes.

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Manager Customer Services information

What is a manager customer services?

A Manager Customer Services is a professional responsible for overseeing a team that handles customer inquiries, complaints, and support requests. They ensure high-quality service delivery, implement customer service policies, and monitor team performance to meet organizational goals. Their role often involves training staff, resolving escalated issues, and analyzing customer feedback to improve processes. Effective communication and leadership skills are crucial for success in this position.

What are the key skills and qualifications needed to thrive as a manager customer services, and why are they important?

To thrive as a Manager Customer Services, you need strong leadership, problem-solving, and communication skills, typically backed by a degree in business or a related field and relevant experience. Familiarity with customer relationship management (CRM) systems, helpdesk software, and sometimes certifications like ITIL or Six Sigma are commonly required. Outstanding interpersonal skills, emotional intelligence, and the ability to motivate and manage teams set top performers apart. These skills and qualities are crucial for fostering excellent customer experiences, driving team performance, and ensuring operational efficiency.

What are some common challenges faced by a manager customer services, and how can they be effectively addressed?

A Manager Customer Services often encounters challenges such as managing high customer expectations, addressing complex complaints, and ensuring consistent service quality across the team. Balancing the needs of customers with company policies can also be demanding. Effective communication, ongoing training, and leveraging customer feedback for process improvements are key strategies to overcome these challenges. Additionally, fostering a supportive team environment and using data-driven insights can help maintain high performance and customer satisfaction.

What is the difference between Manager Customer Services vs Customer Service Supervisor?

AspectManager Customer ServicesCustomer Service Supervisor
ResponsibilitiesOversees entire customer service department, develops strategies, manages teams, and ensures customer satisfactionSupervises customer service representatives, handles escalations, and ensures team performance
Required CredentialsBachelor's degree often required; experience in customer service management preferredHigh school diploma or equivalent; experience in customer service roles
Work EnvironmentOffice setting, strategic planning, leadership meetingsCall centers, retail stores, or service desks
Industry UsageCommon in large organizations with dedicated customer service departmentsFound in various industries, often as frontline leadership

The main difference is that a Manager Customer Services focuses on strategic oversight and department management, while a Customer Service Supervisor handles day-to-day team supervision and operational issues. Both roles require customer service experience, but the manager position involves broader responsibilities and higher-level decision-making.

How much does a manager customer services get?

A customer service manager's salary typically ranges from $45,000 to $80,000 annually, depending on experience, location, and company size. Managers in larger organizations or high-cost areas may earn higher salaries, and additional benefits often include bonuses and health insurance.

What are the most commonly searched types of Customer Services jobs in Iowa?

The most popular types of Customer Services jobs in Iowa are:

What cities in Iowa are hiring for Manager Customer Services jobs?

Cities in Iowa with the most Manager Customer Services job openings:

Manager Customer Services jobs near you
Infographic showing various Manager Customer Services job openings in Iowa as of August 2026, with employment types broken down into 1% As Needed, 79% Full Time, 18% Part Time, and 2% Contract. Highlights an 86% Physical, 1% Hybrid, and 13% Remote job distribution.

Manager Customer Service

EssilorLuxottica

Sioux City, IA • On-site

Full-time

Medical, Retirement, PTO

Posted 28 days ago

EssilorLuxottica rating

7.2

Company rating: 7.2 out of 10

Based on 296 frontline employees who took The Breakroom Quiz

8th of 40 rated optical retailers

Job description

Requisition ID: 937913
Store #: E05359 Customer Satisfaction STJOS
Position:Full-Time
Total Rewards: Benefits/Incentive Information
If you've worn a pair of glasses, we've already met.
We are a global leader in the design, manufacture, and distribution of ophthalmic lenses, frames, and sunglasses. We offer our industry stakeholders in over 150 countries access to a global platform of high-quality vision care products such as the Essilor brand, with Varilux, Crizal, Eyezen, Stellest and Transitions, iconic brands that consumers love such as Ray-Ban, Oakley, Persol and Oliver Peoples, as well as a network that offers consumers high-quality vision care and best-in-class shopping experiences such as Sunglass Hut, LensCrafters, and Target Optical, and leading e-commerce platforms.
With a unique global network of commercial subsidiaries and independent distributors across major markets, our customers are offered a strong portfolio of the most popular lens, frames, instruments and equipment brands that can serve every sector of the market. The Professional Solutions team works with our customers one-on-one, developing professional relationships based on trust and care.
Join our global community of over 200,000 dedicated employees around the world in driving the transformation of the eyewear and eyecare industry. Discover more by following us on LinkedIn!
JOB DESCRIPTION
GENERAL FUNCTION
The Customer Care Manager owns the customer experience within lab operations & is the escalation point for complex customer issues. This role bridges customer service & lab operations to resolve technical issues, expedite delayed orders & ensure efficient, accurate production flow. The role requires strong product & lab workflow expertise, problem-solving & the ability to identify root causes of production delays or errors, playing a critical role in protecting customer satisfaction & driving continuous improvement.
This role may also lead a team, depending on lab volume, focused on day-to-day execution of escalated customer issues.
MAJOR DUTIES AND RESPONSIBILITIES
Customer Escalation
  • Serve as the escalation point for complex, high-priority customer issues; determine case next steps
  • Communicate directly with customers to provide updates & resolutions
  • Maintain accurate documentation of escalations, resolutions & follow-up actions in CRM systems
  • Own end-to-end case management to ensure timely resolution & adherence to service standards

Lab & Production Coordination
  • Investigate delayed or problematic orders on production floor
  • Identify root causes of late or stalled jobs; take action as needed
  • Partner with cross-functional teams (Pricing, Finance, Sales, Account Setup, etc.) to resolve issues
  • Collaborate with lab teams to ensure accurate & timely resolution

Production Workflow Monitoring & Reporting
  • Maintain daily reporting on escalated jobs
  • Track progress of escalated orders & communicate risks or delays proactively
  • Participate in daily production meetings to highlight priorities & support resolution

Customer Experience & Process Improvement
  • Act as the voice of the customer by identifying recurring issues & advocating for workflow or quality improvements
  • Contribute to root-cause analysis through accurate data capture & follow-up
  • Support continuous improvement focused on work simplification, cost reduction & service effectiveness
  • Maintain close partnership with lab GM on customer experience issues & resolutions

Customer Service Support
  • Perform customer service activities related to escalated orders
  • Educate customers on product options, ordering processes & policies to resolve issues

Team Leadership
  • Manage a team of Customer Care Agents
  • Assign tasks, set priorities & monitor daily activities
  • Track KPIs for team performance

BASIC QUALIFICATIONS
  • Bachelor's degree in Business Administration or related field
  • 6+ years of customer service or call center experience
  • 4+ years of optical experience (customer service, lab operations, or related)
  • 2+ years of people management experience
  • Strong understanding of lab workflows
  • CRM platforms & telephony systems experience
  • Excellent communication skills & customer-centric mindset

This posting is for an existing vacancy within our business. Employee pay is determined by multiple factors, including geography, experience, qualifications, skills and local minimum wage requirements. In addition, you may also be offered a competitive bonus and/or commission plan, which complements a first-class total rewards package. Benefits may include health care, retirement savings, paid time off/vacation, and various employee discounts.
EssilorLuxottica complies with all applicable laws related to the application and hiring process. If you would like to provide feedback regarding an active job posting, or if you are an individual with a disability who would like to request a reasonable accommodation, please call the EssilorLuxottica SpeakUp Hotline at 844-303-0229 (be sure to provide your name, job id number, and contact information so that we may follow up in a timely manner) or email HRCompliance@luxotticaretail.com.
We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law. Native Americans in the US receive preference in accordance with Tribal Law.

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