Operations Manager, CS

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

📋 Description

• Take full ownership of your division's performance, ensuring that key metrics such as FRT and FCR are achieved.

• Mentor and develop Managers to foster a robust leadership team.

• Oversee daily queues and take action as needed.

• Work in partnership with Quality, Automation, and WFM teams to enhance operational efficiency.

• Support staffing and scheduling decisions.

• Deliver insights and reports to the Head of Operations.

⛳️ Requirements

• 3 to 6 years of experience in dynamic operational environments.

• Minimum of 2 years in a leadership role overseeing large, multi-team structures (30+ individuals).

• Demonstrated success in improving metrics such as FRT, FCR, or CSAT.

• Strong analytical skills with experience in data analysis and dashboard creation.

• Background in Digital Marketplaces, E-commerce, or Gaming is preferred.

• Proficiency with tools such as Kustomer, Zendesk, or Looker.

• Essential proficiency in both written and spoken English.

🏝️ Benefits

• Opportunity to participate in our Employee Stock Options program.

• Chance to contribute to the growth of a unique product.

• Various bonus opportunities, including performance-based bonuses, referral bonuses, additional paid leave, and a personal learning budget.

• Paid volunteering opportunities available.

• Flexible work location options: choose to work in the office, remotely, or combine work with travel.

• Accelerated personal and professional development supported by well-defined feedback and promotion pathways.