Customer Care Operations Manager

This is a fully remote position, open to applicants in Arizona.

📋 Description

• Oversee the daily operations of the Central Support team.

• Supervise Customer Liaisons, Specialists, and Team Leads engaged in consultation scheduling, technical assistance, and back-office operations.

• Take ownership of departmental performance, KPIs, lead-management metrics, customer complaints, feedback, quality control, and team NPS.

• Analyze root causes and implement measurable corrective actions.

• Act as the main operational liaison for supported markets.

• Create performance reports, analyze trends, and conduct business evaluations.

• Lead recruitment, onboarding, coaching, performance management, payroll processing, schedules, and rosters.

• Oversee the Quality Assurance program and track customer interactions.

• Manage customer escalations and facilitate solution coordination.

• Develop and maintain Standard Operating Procedures (SOPs), training materials, and operational documentation.

• Handle the operational relationship with TLS, focusing on vendor performance, quality, lead-management expectations, and corrective actions.

• Assess vendor forecasts, staffing needs, capacity plans, and service-level performance.

• Manage Customer Care Salesforce campaigns, queues, and lead-routing functions.

• Coordinate campaign setup, routing modifications, testing, launch readiness, and post-launch assessments.

• Oversee routing and campaign performance, resolving issues through recovery and closure.

• Identify and escalate operational risks while coordinating incident resolutions.

• Lead or engage in post-incident evaluations and implement preventive measures.

⛳️ Requirements

• A minimum of 7 years of progressive experience in customer care or contact center operations, including leadership responsibilities.

• Proven experience managing outsourced contact center or BPO relationships.

• Strong comprehension of contact center workforce management principles, such as forecasting, capacity planning, staffing, scheduling, and intraday management.

• Familiarity with Salesforce or a similar CRM in a lead-management, campaign, queue, or routing context.

• Capability to define business requirements, validate operational outcomes, and collaborate with technical teams.

• Deep understanding of contact center KPIs and performance drivers.

• Experience in leading operational incidents or facilitating cross-functional escalations to resolution.

• Strong skills in process management and continuous improvement, including SOPs and operational controls.

• Exceptional written and verbal communication skills.

• Proven ability in people leadership, including hiring, coaching, performance management, and team development.

• Solid working knowledge of contact center and CRM technologies.

• Must be eligible to work in the United States under the employer's E-Verify process.

🏝️ Benefits

• Employees have the option to work remotely.

• We are an equal opportunity employer.

• Information is handled confidentially in accordance with EEO guidelines.