Manager I, Customer Operations

About This Role

Lead a team of customer support professionals, managing daily operations, and enhancing overall customer experience for a leading platform for surveys and forms. Drive process improvements and cross-functional collaboration 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, managing project communications and resources
• Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact
• Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition
• 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
• Experience in fostering a collaborative team environment and motivating team members to achieve high performance
• Advanced knowledge of operational metrics and KPIs to gauge and improve team performance
• Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness
• Strong capabilities in managing stakeholder relationships across various levels of an organization
• Proven record of successfully collaborating with other departments to enhance customer support strategies
• Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes
• Skills in managing resistance and effectively communicating change benefits to teams and stakeholders
• Experience in identifying low to moderately complex problems and developing innovative solutions that enhance customer support delivery
• Ability to manage small projects or components of larger projects, focusing on execution and team coordination
• Skills in organizing team resources effectively to meet project goals and deadlines

Qualifications

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

Benefits