Senior Manager, B2C Operations

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

📋 Description

• Lead the consumer support operations for Automatiq’s secondary ticketing division.

• Take ownership of the quality and consistency of consumer support delivered through phone, chat, email, and messaging channels.

• Oversee the daily operations of offshore support in collaboration with a BPO partner.

• Design and manage the operational model for the offshore contact center, including staffing plans, tools, workflows, and escalation procedures.

• Scale and supervise the offshore BPO partner.

• Establish expectations and ensure accountability for SLAs and quality benchmarks.

• Create and execute training and onboarding programs for agents, covering ticketing knowledge, brand voice, and decision-making for critical real-time situations.

• Supervise multichannel consumer support and address real-time event-access issues.

• Define and track KPIs, such as response and resolution times, CSAT, quality, and escalation rates.

• Develop reporting mechanisms and quality assurance routines.

• Safeguard the brand experience for Automatiq and its partners.

• Continuously enhance staffing, processes, and tools in response to growing volume.

⛳️ Requirements

• Managerial-level customer service experience in the B2C ticketing sector.

• Experience in managing consumer support teams within a ticketing marketplace, primary/secondary seller, or a similar live-events enterprise.

• Familiarity with real-time, high-stakes support situations, including denial of entry and day-of-event escalations.

• Direct experience overseeing offshore support operations and managing BPO partners.

• Proven ability to enforce SLAs and maintain quality standards with vendors.

• Demonstrated experience in designing and implementing agent training and onboarding initiatives.

• Strong understanding of contact center KPIs, quality assurance, and multichannel support operations across voice, chat, email, and messaging.

• Preferred: Experience in building and scaling support teams.

• This role is based in the United States.

🏝️ Benefits

• An equal opportunity employer dedicated to fostering diversity and inclusion.

• Flexible remote or hybrid work options available.

• Opportunities for periodic international travel to the offshore support site.