Senior Manager of Client Care

Job DetailsJob Location: PITTSBURGH, PA 15222Job Category: Customer ServiceJob Title:                     Manager of Client Care Operations Location:                    Pittsburgh, PA (hybrid) OR Remote Internal Team:             Product Team Reports To:                 Director of Print & Client Care Company:                   Forever, Inc. (www.forever.com)   About FOREVER At FOREVER®, we help families and individuals save, organize, and share their precious memories -- now and for generations.  As the world’s first and only permanent, complete, and trusted memory-keeping platform in the Cloud, we provide a unique, end-to-end, AI enabled solution to digitize, back-up, share, celebrate, and permanently store personal and family memories and stories.  We’re on a mission to build a company that serves millions of people and families for generations. Founded in 2012, we are a growth-stage company that is scaling fast, investing in innovation, and expanding our reach. This is a rare opportunity to join a purpose-driven team that uses cutting-edge technology to serve people with deep emotional impact. About the Role FOREVER is looking for a Manager of Client Care Operations to lead and develop our Client Care team into a high-performing support team, improve customer experience across all channels, and build scalable processes that support operational efficacy and business growth.   This role reports to the Director of Product & Client Care and requires strong leadership skills along with hands-on experience implementing and using advanced technology, CRM platforms, automation, analytics, and AI-enabled tools to increase efficiency, improve service quality, and support business growth.  This individual will play a critical role in shaping the Client Care organization and improving the overall client experience across FOREVER’s products and services. Key Responsibilities Team and Operational Leadership Lead, motivate, develop, and professionalize our client care team to consistently meet service, quality, and productivity goals while also evaluating and optimizing team structure, staffing models, escalation tiers, and workforce allocation to support business growth and operational efficiency. Establish, monitor, and drive operational performance metrics including KPIs, SLAs, response times, and escalation resolution. Develop processes for identifying, categorizing, and communicating recurring customer issues and trends to Product, Print, Logistics, and Vendor partners to support root cause analysis and continuous improvement. Serve as the operational decision-maker for complex, escalated client situations requiring cross-functional coordination and timely resolution. Oversee quality assurance, coaching, and training programs, including adoption of new tools, digital workflows, and AI-supported service practices. Develop and maintain standard operating procedures and build out the FOREVER Client Care resource center for customer support tools and AI usage. Manage all People Development duties for the team including scheduling, staffing volume, identifying hiring needs in addition to writing and delivering performance reviews and ensuring consistent feedback and coaching is being given to team members throughout the year. Technology Leadership Drive operational efficiency through the research, implementation and optimization of automation tools, AI assistants, chatbots, and intelligent routing tools to streamline routine work and reduce response times. Partner with IT to deploy new technology solutions and support system enhancements. Use CRM and client care platforms to monitor team activity, improve workflows, and maintain accurate customer records. Qualifications Bachelor’s degree in business, communications, information systems, related field, or equivalent relevant experience. 5+ years of client care team leadership responsibility. Hands-on experience administering and optimizing client care platforms and operational systems such as Zendesk, Aircall, Salesforce, or other similar technologies. Experience with automation tools, workflow design, and AI-enabled client care technologies such as chatbots, generative AI assistants, knowledge search, or case summarization. Demonstrated ability to use data, dashboards, and reporting tools to manage performance and drive continuous improvement. Experience leading a digital transformation or client care technology implementation a plus. Strong communication, coaching, conflict resolution, and change management skills. Comfortable working in a fast-paced, collaborative, and mission-driven environment.     You’ll Thrive at FOREVER If You… Care deeply about helping people preserve and share their precious memories and stories. Are results-oriented, data-savvy, and proactive in solving challenges. Enjoy working with people and are a positive member of a mission-oriented, dedicated team. Want to grow your management and leadership skills in a high-impact role with a growing company. Appreciate a balance of strategic thinking and tactical execution. What You’ll Love About Working at FOREVER: Mission-driven culture with meaningful impact on people around the world. Direct collaboration with senior leadership and our CEO. A high-ownership, critical role in a growth-stage tech company. Competitive salary, benefits, opportunities for advancement, and equity participation. A collaborative, values-driven team based in Pittsburgh with a very highly connected remote workforce.                                                 Employment Statements We are an Equal Opportunity Employer. Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.