Customer Service Operations Manager

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

📋 Description

• The Customer Service Operations Manager oversees a team of Operations Supervisors and specialists dedicated to providing outstanding roadside assistance experiences on a large scale.

• This position is responsible for the performance of frontline and escalation teams, ensuring service quality, customer satisfaction, and operational effectiveness.

• You will collaborate closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to enhance processes, tackle complex service issues, and guarantee that customers receive prompt, empathetic support during critical times.

• Lead proactively and assist the team during peak demand periods.

• Take ownership of performance relative to key operational metrics, including service levels, quality, customer satisfaction, and productivity.

• Provide leadership and support for complex customer and service provider escalations.

• Collaborate with Workforce Management, Training, Product, and Engineering teams to enhance operational performance and customer outcomes.

• Analyze operational data and trends to pinpoint improvement opportunities and implement corrective measures.

• Develop and execute process enhancements that boost efficiency, scalability, and service quality.

• Conduct regular performance evaluations, coaching sessions, and development discussions with direct reports.

• Communicate operational performance, risks, and recommendations to senior leadership.

• Lead operational responses during service disruptions, severe weather events, and other significant incidents.

• Cultivate a culture of accountability, collaboration, and continuous improvement, while providing support to the team as needed.

⛳️ Requirements

• Over 5 years of leadership experience in customer service, contact center, or operations settings.

• Experience in leading supervisors and building high-performing customer-facing teams.

• A customer-centric mindset with a strong commitment to delivering exceptional service, particularly in complex or escalated scenarios.

• Excellent analytical and problem-solving abilities, with a capacity to utilize data for decision-making and performance enhancement.

• Demonstrated capability to recognize operational challenges, implement process improvements, and achieve measurable outcomes.

• Composed under pressure and able to make informed decisions in a fast-paced, rapidly evolving environment.

• Strong interpersonal skills with the ability to influence, coach, and collaborate across all organizational levels.

• Proficient in Google Workspace and contact center technologies.

• Preferred experience in workforce management, quality assurance, performance management, and customer experience metrics.

• Preferably experienced in roadside assistance, insurance, transportation, logistics, or other service-oriented industries.

🏝️ Benefits

• A comprehensive range of medical, financial, and other benefits.