Freedom Boat Club - Call Center Manager

Are you ready for what’s next?  

Come explore opportunities within Brunswick, a global marine leader committed to challenging conventions and innovating next-generation technologies that transform experiences on the water and beyond.  Brunswick believes “Next Never Rests™,” and we offer a variety of exciting careers and growth opportunities within united teams defining the future of marine recreation. 

Innovation is at the heart of Brunswick. See how your contributions will help transform vision into reality:  

Position Overview: 

Freedom Boat Club is world’s largest members-only boat club. We are seeking a Call Center Manager to lead our customer service team and deliver an exceptional member experience. This role is responsible for overseeing daily contact center operations, developing team members, driving performance, and partnering across the business to continuously improve service quality and operational effectiveness.

The ideal candidate is a people-focused leader who thrives in a fast-paced environment and has a proven track record of coaching teams, improving performance, and creating outstanding customer experiences

 

At Brunswick & Freedom Boat Club, we are passionate about what we do and committed to delivering exceptional experiences. 

Essential Functions: 

• Lead, coach, and develop a team of customer service representatives.
• Foster a culture of accountability, collaboration, and customer-centric service.
• Manage daily contact center operations, staffing, and service levels.
• Monitor key performance indicators (KPIs) and use data to drive performance improvements.
• Oversee onboarding, training, and ongoing development programs.
• Ensure team readiness for new processes, systems, and business initiatives.
• Manage quality assurance programs and coaching efforts to enhance customer interactions.
• Resolve escalated customer concerns and identify opportunities for process improvement.
• Partner with cross-functional teams to improve the overall member experience.
• Prepare and communicate operational performance results and recommendations.

 

Diversity of thought and experiences is fundamental when imagining the unimaginable. Certain skillsets/experiences are necessary; however, others can be developed along the way.  

Required Qualifications 

• Bachelor's degree or equivalent combination of education and experience.
• 5+ years of customer service, contact center, or member support experience.
• 3+ years of leadership experience managing customer-facing teams.
• Demonstrated success coaching employees and improving team performance.
• Strong communication, organizational, and problem-solving skills.
• Ability to manage multiple priorities in a dynamic environment.

Preferred Qualifications: 

• Experience with workforce management, CRM, and contact center technologies.
• Knowledge of quality assurance programs, performance metrics, and analytics.
• Experience with Salesforce, RingCentral, or similar platforms.
• Advanced Microsoft Office skills, particularly Excel and PowerPoint.

Working Conditions 

• This is a fully remote position
• Member Experience Center operating hours are Monday through Friday, 8:00 AM – 5:00 PM  Eastern Time
• Full-time role, Monday through Friday, with occasional holiday coverage as needed. 

The anticipated pay range for this position is $73,600 - $106,200.  The actual base pay offered will vary based on multiple factors including job-related knowledge/skills, relevant experience, business needs, and geographic location. Compensation decisions are dependent upon the specifics of the candidate’s qualifications and the business context.

In addition to base pay, this position is eligible for an annual discretionary bonus. This position is eligible to participate in Brunswick's comprehensive and high-quality benefits offerings, including medical, dental, vision, paid vacation, 401k (up to 4% match), Health Savings Account (with company contribution), well-being program, product purchase discounts and much more. Details about our benefits can be found here.

Why Brunswick: 

Whatever tomorrow brings, we’ll be at the leading edge.  As the clear leader in the marine industry, we're committed to our values and supporting our exceptional people.  We offer valuable benefits including a competitive 401(k) plan with company match, discounted membership rates, and much more. In addition, we’re proud of being recognized for making a splash with numerous awards!  

About Freedom Boat Club 

Freedom Boat Club – the world’s largest members-only boat club – was founded in 1989 in Sarasota, Florida. Today, the Clubs 400+ locations welcome hundreds of members to its docks each day to enjoy a day on the water while we take care of the rest including fueling, cleaning, maintenance, and more. 

 

With over 30 years of Boating Made Simple®, Freedom Boat Club (a division of Brunswick Corporation) continues to be a passionate group of individuals who focus on raising the bar in everything that we do.  We are always looking for hardworking and motivated people who share our passion for getting others out on the open waters. 

To learn more about open positions within the Freedom Boat Club, please visit the Brunswick Corporation Careers page. 

Next is Now!  

We value growth and development, recognizing that people come with a wealth of experience and talent beyond just the technical requirements of a job. If your experience is close to what you see listed here, please still consider applying.

Brunswick is an Equal Opportunity Employer and considers all qualified applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, protected veteran status or any other characteristic protected by federal, state, or local law.  Diversity of experience and skills combined with passion is key to innovation and inspiration and we encourage individuals from all backgrounds to apply.  If you require accommodation during the application or interview process, please contact [email protected] for support. 

Brunswick and Workday Privacy Policies

Brunswick does not accept applications, inquiries or solicitations from unapproved staffing agencies or vendors. For help, please contact our support team at: [email protected] or 866-278-6942.

All job offers will come to you via the candidate portal you create when applying through a posted position through https:///www.brunswick.com/careers.  If you are ever unsure about what is being required of you during the application process or its source, please contact HR Shared Services at 866-278-6942 or [email protected].

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