Call Center Customer Care Manager (Hybrid work - Scottsdale, AZ 85256)
1 day ago – Be among the first 25 applicants
Allstate Identity Protection is a part of The Allstate Corporation, which means we have the same innovative drive that keeps us a step ahead of our customers’ evolving needs. We combine our advanced investigative systems with our expertise in working with businesses to ensure our customers remain protected from any online threat.
Job Description
About Allstate Identity Protection: Formerly, InfoArmor and now a wholly owned subsidiary and Business Unit of Allstate.
Our product is a proactive identity monitoring service that helps our subscribers take control of their online presence; alerting them at the first sign of fraud and fully restoring their identity if compromised, is our specialty. With innovative tools to see and secure data, we make digital life easier, safer, and more rewarding so our customers can live confidently online.
Location and Work Model
Office: 7350 N Dobson Rd #101, Scottsdale, AZ 85256 (next to Top Golf and close to Talking Stick Resort)
Hybrid schedule: initial six months onsite, then 2–3 days onsite per week
The Customer Care Manager Role
Reporting to the Director of Customer Care
Focus on all interactions (inbound/outbound, chat, email) to ensure a high-quality customer experience
Build and lead a team that maintains strong relationships through value‑added service delivery
Essential Functions
Lead and manage a team of 6–10 frontline call‑center agents: set clear performance expectations, assign daily tasks, and monitor individual and team metrics to meet service standards.
Coach new and existing team members; provide product knowledge, training sessions, best‑practice sharing, and one‑on‑one coaching.
Support and implement effective policies and procedures; draft, update, and communicate operational policies and ensure compliance with SLAs.
Collaborate within the division to determine operational strategies: participate in needs assessments, capacity planning, and strategic meetings.
Support the full recruitment cycle: interview, select, and onboard new team members.
Provide training and performance reviews: schedule and conduct training on service standards and core competencies; complete annual and quarterly performance evaluations.
Effectively resolve escalated issues: act as the escalation point for complex customer problems, investigate root causes, and implement solutions.
Maintain security of customers/participants: enforce data protection protocols, monitor compliance, and respond promptly to security incidents or breaches.
Collaborate with other leaders to reach corporate goals and support internal customers, meeting retention and growth needs.
Perform other related duties as assigned.
Required Education & Experience
High School Diploma or GED.
4+ years of overall experience managing people in the service industry.
2+ years of progressive experience in call center/contact center.
Proficiency with call‑center software.
Proficiency with CRMs (Salesforce or similar) and ticketing systems (Zendesk or similar).
Proactive leadership style with a practical and common‑sense approach.
Strong analytical skills; comfortable with metrics, dashboards, trend analysis, and data‑driven decisions.
Excellent verbal, written, and presentation skills.
Works well independently and in a team environment.
Preferred Education & Experience
Associate’s or Bachelor’s degree.
2+ years of experience managing a call‑center customer service team.
Expertise with identity‑theft policies, regulations, and evolving industry trends.
Salesforce CRM experience.
Experience with AI tools in customer engagement.
Proficiency in customer‑service best practices and conflict‑resolution techniques for call‑center personnel.
Experience with workforce management and call‑center tools.
Compensation and Benefits
Annual base salary offer: $70,000 to $80,000, depending on experience.
Annual performance bonus: up to 10% of base pay.
Benefits (partial list): $80/month connectivity stipend, up to 20 days PTO, 9 national holidays, medical/dental/vision with HRA/FSAs, and additional benefits.
EEO Statement
Effective July 1, 2014, under Indiana House Enrolled Act (HEA) 1242, it is against public policy of the State of Indiana and a discriminatory practice for an employer to discriminate against a prospective employee on the basis of status as a veteran by refusing to employ an applicant on the basis that they are a veteran of the armed forces of the United States, a member of the Indiana National Guard or a member of a reserve component.
For jobs in San Francisco, please click “here” for information regarding the San Francisco Fair Chance Ordinance.
For jobs in Los Angeles, please click “here” for information regarding the Los Angeles Fair Chance Initiative for Hiring Ordinance.
To view the “EEO Know Your Rights” poster click “here”. This poster provides information concerning the laws and procedures for filing complaints of violations of the laws with the Office of Federal Contract Compliance Programs.
To view the FMLA poster, click “here”. This poster summarizes the major provisions of the Family and Medical Leave Act (FMLA) and tells employees how to file a complaint.
It is the Company’s policy to employ the best qualified individuals available for all jobs. Therefore, any discriminatory action taken on account of an employee’s ancestry, age, color, disability, genetic information, gender, gender identity, gender expression, sexual and reproductive health decision, marital status, medical condition, military or veteran status, national origin, race (including traits historically associated with race, such as hair texture), religion (including religious dress), sex, or sexual orientation that adversely affects an employee’s terms or conditions of employment is prohibited. This policy applies to all aspects of the employment relationship, including, but not limited to, hiring, training, salary administration, promotion, job assignment, benefits, discipline, and separation of employment.
We are Allstate Identity Protection (formerly, InfoArmor), a wholly owned subsidiary of The Allstate Corporation. We go beyond the typical identity theft protection! Our Allstate Digital Footprint™, identity theft and credit monitoring services, fraud remediation and restoration services help our subscribers safeguard their personal information, data they share online, and the relationships they treasure.
Employment Criteria: The candidate(s) offered this position will be required to submit to a background investigation, which includes a drug screen.
Work Environment: Except for our Customer Care roles which necessitate onsite work, most other roles are remote. AIP is a remote‑first company; however, our roles are open to in‑office or flex work if you live in a city with a physical office location.
Physical Demands: We primarily collaborate with our colleagues through virtual meetings and office collaboration tools. Employees will have to operate a laptop computer (PC or Mac available), computer software platforms, and other office productivity machinery, as necessary. Employees must be able to remain stationary for extended periods and must be able to interpret written and/or verbal communication.
Additional Information: AIP provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. We are committed to the full inclusion of all qualified individuals. As part of this commitment, AIP will provide reasonable accommodations to all qualified individuals with disabilities to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment. Please let us know if you need a reasonable accommodation.
AIP uses the E‑Verify employment verification program.