Care Manager (Subscription business)

About the Role

Lead customer care operations to enhance customer satisfaction, improve service quality, and maximize contract retention. Manage field service teams to deliver exceptional customer experiences while driving sales growth, supporting accounts receivable collection, and ensuring effective contract management. Collaborate cross-functionally to resolve customer issues, improve operational performance, and achieve business objectives.

What you'll do

• Team Operation Management: Manage Care Manager schedules, territories, workload, and daily field activities.
• Direct Sales Management: Drive product, consumables, upgrade, and service sales through field-based customer engagement.
• AR Collection Management: Monitor overdue accounts, support payment follow-up, and improve collection performance.
• Service Quality Management: Ensure standardized product care, inspection, cleaning, replacement, and customer guidance.
• Customer Satisfaction & VOC Management: Monitor customer feedback, resolve complaints, and improve service experience.
• Contract & Customer Data Management: Manage contract status, service history, customer information, and retention risk.
• Training & Coaching: Develop Care Manager capabilities in product knowledge, service, consultation, sales, and collection.
• Performance Management & Reporting: Track KPIs, analyze results, identify issues, and report improvement actions.
• Issue Resolution & Cross-functional Collaboration: Coordinate with related departments to resolve field issues and improve operations.

What you'll bring

• Bachelor’s degree in Business Administration, Marketing, Service Management, Engineering, or a related field is preferred.
• Minimum 5–10 years of experience in field service, customer care, sales operations, rental/subscription business, or team management is preferred.
• Experience in managing field staff, including schedule management, territory assignment, workload monitoring, and performance coaching.
• Strong understanding of customer service operations, VOC handling, complaint resolution, and customer satisfaction improvement.
• Ability to drive direct sales performance through customer needs analysis, sales coaching, product recommendation, and performance monitoring.
• Basic understanding of accounts receivable management, overdue payment follow-up, collection process, and payment guidance.
• Ability to manage key performance indicators such as visit completion rate, service quality, customer satisfaction, sales performance, AR collection rate, and contract retention.
• Fluent English communication is mandatory, both written and spoken.