Customer Operations Manager

Job Summary

Leading customer service operations remotely, the full-time Customer Operations Manager will oversee contact center activities, manage relationships with offshore BPO partners, and drive operational performance and customer satisfaction metrics.

Key responsibilities

• Manage daily customer operations across multiple service channels to ensure efficient service delivery and a consistent customer experience
• Develop and lead a team of customer operations professionals through coaching, performance management, and accountability for results
• Analyze operational data to identify trends and opportunities for continuous improvement in both internal and vendor-supported operations

Required qualifications

• Minimum of 3+ years managing call center operations, preferably in an inbound customer service capacity
• Associate's Degree or equivalent experience; Bachelor's degree is a plus
• Proven ability to lead and motivate both on-site and remote teams
• Strong organizational and planning skills with the ability to prioritize multiple issues
• Bilingual English and Spanish communication skills preferred