Manager, Customer Operations

About This Role

Oversee a team of customer support professionals to ensure high-quality service delivery and continuously enhance the customer experience. Manage daily operations, internal projects, and collaborate with other departments to align support initiatives with company-wide strategies.

Responsibilities

• Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery.
• Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards.
• Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data.
• Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals.
• Work closely with other departments to align support initiatives with company-wide strategies and objectives.
• Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives.
• Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills.

Requirements

• 1+ years of experience leading a team, including mentoring and training.
• Advanced knowledge of operational metrics and KPIs.
• Ability to design and optimize support workflows and processes.
• Strong capabilities in managing stakeholder relationships.
• Proven record of successfully collaborating with other departments.
• Experience leading change initiatives within customer support.
• Skills in managing resistance and effectively communicating change benefits.
• Experience in identifying low to moderately complex problems and developing innovative solutions.
• Ability to manage small projects or components of larger projects.

Qualifications

• 1+ years of experience leading a team, including mentoring and training.

Skills

* Required skills

Benefits