Manager, Customer Operations

Job summary

The Manager, Customer Operations leads operational strategies to enhance service delivery and customer experience across multiple channels. They are responsible for coaching direct reports, driving continuous improvement initiatives, and ensuring the team meets departmental KPIs and targets.

Job details

The Manager, Customer Operations leads operational strategies to enhance service delivery and customer experience across multiple channels. They are responsible for coaching direct reports, driving continuous improvement initiatives, and ensuring the team meets departmental KPIs and targets. Candidates must have a bachelor's degree in Business or a related field and at least 5 years of managerial experience in customer operations or call centers. Strong leadership, analytical, and change management skills are required to succeed in this fast-paced environment.

What you’ll do

The Manager, Customer Operations leads operational strategies to enhance service delivery and customer experience across multiple channels. They are responsible for coaching direct reports, driving continuous improvement initiatives, and ensuring the team meets departmental KPIs and targets.

Requirements

Candidates must have a bachelor's degree in Business or a related field and at least 5 years of managerial experience in customer operations or call centers. Strong leadership, analytical, and change management skills are required to succeed in this fast-paced environment.

Listed skills

• Change Management · Preferred
• Problem solving · Preferred
• Data analysis · Preferred
• Coaching · Preferred
• Communication Skills · Preferred
• Project management · Preferred
• Process Improvement · Preferred
• Salesforce · Preferred
• Stakeholder Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Customer experience strategy
• Operational leadership
• Team management
• Process improvement
• Change management
• KPI monitoring
• Data analysis
• Stakeholder management
• Coaching
• Employee engagement
• Project management
• Business acumen
• Salesforce
• Workforce management software
• Communication skills
• Problem-solving

Job areas

• Management & Leadership
• Customer Service & Support
• Administrative

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