Service Operations Manager

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

📋 Description

• Oversees a team of Remote Services Specialists (RSS) to ensure achievement of operational KPIs.

• Develops and enforces internal policies, service processes, and operational standards.

• Serves as the initial escalation point for complex customer issues, service complaints, and critical incidents.

• Promotes accountability for queue management, productivity, and service quality.

• Offers direct remote support to customers and field teams, addressing technical issues.

• Handles customer escalations and service complaints in accordance with established escalation processes.

• Executes remote service tasks across platforms to facilitate incident resolution.

⛳️ Requirements

• Bachelor’s degree or equivalent experience in a related field.

• Experience within the CS SO AM MR Department.

• Strong technical proficiency in MR systems and remote service settings.

• Typically possesses 8–10+ years of relevant experience, including remote support and/or service operations.

• Demonstrated ability to balance leadership and hands-on technical execution in a working manager capacity.

• In-depth knowledge of RSC tools, workflows, escalation processes, and service delivery models.

• Exceptional communication, collaboration, and problem-solving abilities.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Paid parking/public transportation

• Paid time off

• Paid sick and safe time