Senior Manager, Customer Care, Vienna

Add expected salary to your profile for insights

Where will your career take you next? Let’s find out together.

At Zurich Cover-More, we’re proud to be one of the world’s leading travel insurance and assistance providers. Each year, we protect more than 20 million travellers worldwide, ensuring proactive care, personalised cover and specialist support. Zurich Cover-More partners with major airlines, travel giants, top banks, credit card providers and large retailers to deliver more cover and care.

Senior Manager, Customer Care We’re looking for a dynamic and customer‑focused Senior Manager, Customer Care to lead frontline service delivery and retail sales support across Australia and our offshore operations. In this senior leadership role, you’ll oversee the day‑to‑day performance of our customer care function—ensuring customers receive timely, accurate and empathetic support across enquiries, policy servicing and claims‑related triage.

Lead end‑to‑end customer care operations by ensuring service quality, embedding clear standards across teams, analysing performance insights to drive improvements, and managing effective escalation of complex issues.

Translate customer experience expectations into clear team routines, guidance and operational standards across both onshore and offshore delivery.

Ensure quality and compliance by embedding QA frameworks, coaching teams through performance insights, addressing capability gaps with targeted training, and fostering a culture of continuous improvement and customer advocacy.

Partner with Workforce Planning to optimise staffing, set and manage team performance, maintain strong operational discipline, and drive budget outcomes through productivity and cost‑to‑serve improvements.

Drive retail sales outcomes by embedding customer‑first sales behaviours, monitoring conversion and conduct, collaborating on campaigns, and ensuring compliant, effective sales coaching and practices.

What skills and experience you’ll bring on this journey

Proven leadership experience in customer service or contact centre operations, ideally within financial services or insurance.

Exposure to outsourcing and offshoring models, including vendor performance management.

Demonstrated ability to lead team leaders and frontline consultants, including performance management and coaching.

Strong customer advocacy mindset with experience improving service quality, complaints outcomes and operational efficiency.

Experience operating in regulated environments with a strong understanding of conduct, risk and compliance obligations.

Strong analytical capability with the ability to interpret performance data and translate insights into action.

Proven stakeholder management skills across multiple functions, including claims, product, sales, technology and compliance.

Why you’ll love working with us We value optimism, caring, togetherness, reliability, results‑orientation and forward‑thinking. We have more than 3,000 employees worldwide across diverse disciplines who share a global purpose to look after travellers at every step of their journey.

Job flexibility

– Hybrid approach: 3 days in the office and 2 days working from home after initial training.

Career growth

– Rapid expansion worldwide and a commitment to supporting employees through comprehensive onboarding, continuous professional development and a supportive work environment.

Take the time you need, for you and your community

– Regular annual and personal leave, volunteer leave, anniversary leave and a comprehensive paid parental leave scheme.

Travel and work with us

– Complimentary travel insurance to support your personal and professional journeys.

Diversity and inclusion

– We welcome you to bring your whole self to work and thrive in a culture that celebrates diversity.

#J-18808-Ljbffr