Customer Operations Manager

Job Summary

Leading customer service operations in a remote environment, the full-time Manager of Customer Operations will oversee day-to-day contact center activities, manage offshore BPO relationships, and drive operational performance to ensure exceptional customer experiences.

Key responsibilities

• Lead daily customer operations across multiple service channels, ensuring efficient service delivery and a consistent customer experience
• Manage and develop a team of customer operations professionals through coaching, performance management, and accountability for operational results
• Serve as the primary operational liaison for offshore BPO partners, managing vendor performance and adherence to quality standards

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
• Demonstrated success managing both internal teams and outsourced service providers
• Strong organizational, planning, and problem-solving skills
• Bilingual English and Spanish communication skills preferred