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As of Sep 4, 2026, the average yearly pay for manager genesys purecloud in the United States is $81,677.00, according to ZipRecruiter salary data. Most workers in this role earn between $50,000.00 and $116,500.00 per year, depending on experience, location, and employer.

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Infographic showing various Manager Genesys Purecloud job openings in the United States as of August 2026, with employment types broken down into 88% Full Time, 11% Part Time, and 1% Contract. Highlights an 80% Physical, 2% Hybrid, and 18% Remote job distribution, with an average salary of $81,677 per year, or $39.3 per hour.

Lead Customer Care Specialist (Manheim)

Cox Automotive

Sun City West, AZ • On-site

$24.23 - $36.35/hr

Full-time

PTO

This job post has expired 2 days ago. Applications are no longer accepted.

Cox Automotive rating

7.7

Company rating: 7.7 out of 10

Based on 144 frontline employees who took The Breakroom Quiz

104th of 152 rated financial services

Job description

The Lead Customer Care Specialist provides leadership and operational support to a team of Customer Care Specialists, ensuring exceptional customer experience across all contact channels. This role combines advanced technical support, and continuous improvement responsibilities. The Team Lead serves as the first point of contact for frontline agents, resolves complex escalations, and partners with cross-functional teams to enhance processes, tools, and training.
PRIMARY DUTIES/KEY RESPONSIBILITES
  • Lead, coach, and develop Customer Care Specialists to achieve performance goals and quality standards.
  • Conduct onboarding and ongoing training sessions; foster a culture of empowerment, accountability, and customer focus.
  • Provide advanced technical support and resolve complex or unique customer inquiries, including fraud-related escalations.
  • Perform root cause analysis and implement sustainable solutions for recurring issues.
  • Analyze customer feedback (e.g., Medallia surveys) and operational trends to identify improvement opportunities.
  • Define and lead process improvement initiatives in collaboration with Product, Engineering, QA, and Workforce Management.
  • Leverage and optimize AI-powered tools (chatbots, SMS automation, Genesys PureCloud) to streamline interactions.
  • Train team members on effective use of AI tools; monitor performance and provide feedback for enhancements.
  • Serve as liaison between Customer Care, WFM, QA, and other departments to ensure seamless service delivery.
  • Maintain accurate documentation and reporting of customer interactions and team performance metrics.
  • Perform related duties as assigned by the supervisor.

REQUIRED EXPERIENCE & SPECIALIZED KNOWLEDGE AND SKILLS
  • High School Diploma/GED and 7 years' experience in a related field.
  • OR the right candidate could also have a different combination, such as any level degree/certification beyond a HS diploma/GED in a related discipline and 5 years' experience
  • OR 9 years' experience in a related field
  • May require technical certification or associate degree.
  • Extensive customer service experience.
  • Requires advanced job proficiency gained through job-related training and broad-based experience.
  • Speaks clearly and persuasively in both positive and negative situations; listens and gets clarification; responds well to questions. Ability to write clearly and effectively and document activities.
  • Teamwork - Balances team and individual responsibilities; exhibits objectivity and openness to others' views; gives and welcomes feedback; puts success of team above own interests; able to build morale and group commitments to goals and objectives.
  • Independently handles high-level, complex assignments.

USD 24.23 - 36.35 per hour
Compensation:
Hourly pay rate is in the range of $24.23 - $36.35/hour. The hourly base rate may vary within the anticipated range based on factors such as the ultimate location of the position and the selected candidate's knowledge, skills, and abilities. Position may be eligible for additional compensation that may include commission (annual, monthly, etc.) and/or an incentive program.
Benefits:
Employees are eligible to receive a minimum of sixteen hours of paid time off every month and seven paid holidays throughout the calendar year. Employees are also eligible for additional paid time off in the form of bereavement leave, time off to vote, jury duty leave, volunteer time off, military leave, and parental leave.
Applicants must currently be authorized to work in the United States for any employer without current or future sponsorship.
EOE, including disability/vets

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About Cox Automotive

Sourced by ZipRecruiter

At Cox Automotive, people of every background are driven by their passion for mobility, innovation and community. We transform the way the world buys, sells, owns and uses cars, accelerating the industry with global powerhouse brands like Autotrader, Kelley Blue Book, Manheim and more. What's more, we do it all with an emphasis on employee growth and happiness. Drive your future forward and join Cox Automotive today! Cox empowers employees to build a better future and has been doing so for over 120 years. With exciting investments and innovations across transportation, communications, cleantech and healthcare, our family of businesses - which includes Cox Automotive and Cox Communications - is forging a better future for us all. Ready to make your mark? Join us today! Benefits of working at Cox may include health care insurance (medical, dental, vision), retirement planning (401(k)), and paid days off (sick leave, parental leave, flexible vacation/wellness days, and/or PTO). For more details on what benefits you may be offered, visit our benefits page . Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual's age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Cox provides reasonable accommodations when requested by a qualified applicant or employee with disability, unless such accommodations would cause an undue hardship. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.

Industry

Automobile dealers and technology, communication and media

Company size

5,001 - 10,000 Employees

Headquarters location

Atlanta, GA, US

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