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At Elanco (NYSE: ELAN) – it all starts with animals! As a global leader in animal health, we are dedicated to innovation and delivering products and services to prevent and treat disease in farm animals and pets.
At Elanco, we are driven by our vision of Food and Companionship Enriching Life and our purpose – all to Go Beyond for Animals, Customers, Society and Our People.
We pride ourselves on fostering a diverse and inclusive work environment. We value new ways of thinking and support dynamic individuals who acquire new skills and experiences that propel their careers to new heights. Making animals’ lives better makes life better – join our team today!
Your Role
Inbound Customer Care, Manager
The Inbound Customer Care Manager is a pivotal leadership role overseeing a team of customer care representatives. This position ensures the delivery of gold‑standard inbound customer support and exceptional customer experiences, driving timely order fulfillment, effective issue resolution, and proactive customer engagement.
As a key liaison between Operations, Sales Leadership, and Marketing, the Manager fosters a culture of excellence, accountability, and proactive communication within and across teams.
Your Responsibilities
Lead, mentor, and develop a high‑performing customer care team focused on delivering exceptional customer experiences.
Monitor and coach team members to ensure compliance with regulatory, quality, and service standards.
Oversee efficient handling of customer inquiries and serve as an escalation point for complex issues.
Analyze key performance metrics (KPIs) to drive continuous improvement and operational excellence.
Collaborate cross‑functionally with Operations, Sales, and Marketing to support seamless customer experiences and new product launches.
What You Need to Succeed (minimum qualifications)
Education: High school diploma or GED required; postsecondary degree preferred but not required.
Experience: Must have at least 3 years of customer service experience (retail, hospitality, call center, etc).
Preferred: Previous experience working in a call center environment.
Proven experience managing and leading at all levels.
Adept at driving teams through change, promoting adaptability and positive outcomes.
What will give you a competitive edge (preferred qualifications)
Proven experience managing and developing customer support teams, including call queue oversight, hiring, onboarding, and performance management.
Demonstrated success in achieving and exceeding key performance metrics through effective leadership and team engagement.
Exceptional communication, organization, and problem‑solving skills with a strong customer‑first and compliance‑focused mindset.
Ability to collaborate effectively across diverse business functions and resolve conflicts with professionalism and integrity.
Proficiency in Microsoft Office Suite; ability to quickly learn new systems; bilingual in English and Spanish is a plus.
Additional Information
Location: Global Elanco Headquarters - Indianapolis, IN - Hybrid Work Environment
Elanco Benefits and Perks
Multiple relocation packages
8‑week parental leave
9 Employee Resource Groups
Annual bonus offering
Flexible work arrangements
Up to 6% 401(k) matching
Elanco is an EEO/Affirmative Action Employer and does not discriminate on the basis of age, race, color, religion, gender, sexual orientation, gender identity, gender expression, national origin, protected veteran status, disability or any other legally protected status.