Department Manager – Customer Care (ARMS Business Solutions) - Madison, WI
Madison , Wisconsin
November 20, 2017

Equal Opportunity Employer/Disability/Veterans


ARMS Business Solutions (ABS) is a web-based vendor providing services and software solutions to insurance companies, vehicle manufacturers, fleets and collision repair centers.  Our mission is simple: to bring all stakeholders in the collision repair industry together in a way that benefits everyone.  Our web-based software solutions are designed to enhance performance management with complete transparency, concise measurements, and seamless data integration.  We believe in the power of key performance indicators to drive improvement.


We’re looking for an ambitious and talented career-minded professional who would like to make a difference utilizing their skill set, while working in a thriving and agile environment. We offer competitive career opportunities, great benefits and promote a work-life balance.




As a Department Manager – Customer Care for ARMS Business Solutions, you are responsible for setting the overall direction, vision, and strategic plan for the Customer Care organization, including CSM’s, Call Center, Quality Assurance (QA), Release Management and Production Support.  This pivotal leader partners closely with other IT leaders to deliver best in class products and services to the industry. A strong, visionary IT leader, you are a consummate professional with an exceptional track record of leading teams in a dynamic, high growth IT / Software-as-a-Service (SaaS) environment.In addition to cultivating a collaborative team environment that supports a diverse work environment, you are responsible for people management activities including talent selection, career development and growth, professional development, rewards and recognition, performance management as well as resource planning and forecasting. You will also be accountable for developing and refining policies, standards, and procedures across your area to ensure a cohesive and efficient operation, optimized in every way. 

Key Areas of Responsibility

  • Understand and apply IT and business strategies to create and implement a strategic vision for the Customer Care organization that achieves and maintain excellence in ABS product delivery, support and customer satisfaction
  • Drive the Customer Care strategy balancing short term and long term needs to ensure performance and scaling objectives are achieved
  • Balance and manage operational and business concerns to ensure consistent delivery of quality products and services
  • Define, analyze and report on a key set of quality and performance metrics appropriate to the Customer Success organization
  • Leverage data to drive business impact, working closely with business partners to develop product specific service levels and KPIs
  • Contribute to strategies for improving time to market of applications across various product lines
  • Maintain in-depth working knowledge within the Customer Care organization for all ABS products and services through training, team development and communication. Partner with product development to deliver training and product information to the Customer Care team
  • Oversee complex customer issues and ensure effective and long-term problem resolution
  • Manage data on customer failures, identify trends and communicate results to cross functional partners in product development and the business
  • Employ an engaging and professional leadership approach built on collaboration, transformational leadership principles, and diversity and inclusivity
  • Direct supervision of a team comprised of various levels of resources including, Managers, CSMs, Support Analysts, QA and Test Engineers, and Prod Support engineers
  • Motivate and guide each direct report to accomplish team and individual goals
  • Tactical and strategic planning and execution as well as escalation awareness
  • Robust understanding of IT security and compliance remediation activities



  • Must currently reside in or be willing to relocate to the Madison, WI area
  • Must be committed to incorporating security into all decisions and daily job responsibilities
  • Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
  • Must have 10+ years’ experience in the software industry with focus on call center operations and/or product development. Experience with SaaS a plus. 
  • Must have 5+ years’ experience successfully leading cross functional, onsite and virtual teams in a global software development/SaaS environment, including but not limited to: product/service delivery, call center, QA, release management and production support
  • Successful track record of leading onsite and virtual teams, including third party partners, confidently through change in a dynamic, delivery-focused environment tied intrinsically to the business
  • Proven transformational leadership capabilities with the ability to establish and maintain solid working relationships across global business and IT teams
  • Multiple proven successes in driving results and accountability through Key Performance Indicators, using a variety of methods and tools/technology
  • Leads with a business-first mindset
  • Remains calm and confident in the face of change and adversity
  • Must be highly successful in the execution of projects that collaborate with various IT teams, able to successfully manage and balance multiple concurrent team projects
  • Must possess the ability to develop people at various levels in their career that lead to successful high-performing teams
  • Must possess strong personal management skills emphasizing time management, organization and attention to detail
  • Must possess strong multitasking skills while prioritizing and maintaining attention to detail
  • Must possess persuasive, collaborative business acumen with the ability to strategically collaborate with business partners
  • Must possess the ability to effectively present concepts to both technical and non-technical leaders
  • Must have strong, polished communication skills, both written and verbal
  • Must possess initiative, results-oriented drive and a solid work ethic requiring minimal direction
  • Must possess effective analytical, problem-solving and decision-making skills
  • Must have resiliency in the face of changing priorities and requirements
  • Partners strategically with Workforce Services engagement team (HR, Talent Acquisition, Organizational Performance) for people management activities
  • Candidates must meet or exceed all minimum criteria above



Preferred Qualifications


  • A bachelor's degree in computer science or related field, or equivalent work experience
  • Experience in insurance and/or collision industries
  • Experience in Agile methodology and JIRA
  • Experience supporting cloud-based large scale or high-transactional volume SaaS products
  • Lifelong learner who maintains job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
  • Maintains and cultivates an active professional network for the purposes of pipelining future hires; stays current in local/regional IT market to understand competition and talent sources




A little about us:
Integrity. Responsibility. Team spirit. At Enterprise, we were founded on the same values that defined your military career.

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