Customer Service Operations Manager
New
Remote-first work environment with flexibility to work from anywhere in the United StatesFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Data AnalysisOperations ManagementCustomer serviceQuality AssuranceProcess improvementGoogle Workspace
Requirements
- 5+ years of leadership experience in customer service, contact center, or operations environments.
- Proven experience managing supervisors and leading customer-facing teams in fast-paced, high-volume settings.
- Strong analytical skills with the ability to leverage data to identify issues, drive decisions, and improve performance.
- Demonstrated ability to implement process improvements and deliver measurable operational results.
- Calm, decisive leadership style with the ability to perform under pressure in rapidly changing environments.
- Strong interpersonal and communication skills with the ability to influence and coach across multiple levels.
- Experience with workforce management tools, quality assurance frameworks, and customer experience metrics.
- Proficiency in Google Workspace and contact center technologies.
Responsibilities
- Lead and develop a team of Operations Supervisors and frontline specialists responsible for customer service and escalation management.
- Own performance across key operational KPIs including service levels, quality, productivity, and customer satisfaction metrics.
- Provide hands-on leadership during high-demand periods and critical service disruptions to ensure continuity and quality of support.
- Manage complex customer and service provider escalations, ensuring timely resolution and strong customer outcomes.
- Partner with Workforce Management, Training, Product, and Engineering teams to improve processes and operational effectiveness.
- Analyze operational data and trends to identify performance gaps and implement targeted improvement initiatives.
- Drive process optimization initiatives that improve scalability, efficiency, and overall service quality.
- Conduct regular coaching, performance reviews, and development conversations to build high-performing teams.
- Communicate operational insights, risks, and recommendations to senior leadership to support strategic decision-making.
- Foster a culture of accountability, collaboration, and continuous improvement across the organization.
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