Customer Service Operations Manager

Job Summary

Leading a team of Operations Supervisors, the full-time remote Customer Service Operations Manager will ensure exceptional roadside assistance experiences by managing performance metrics, resolving escalations, and driving operational efficiency.

Key responsibilities

• Lead and develop a team of Operations Supervisors to enhance service quality and customer satisfaction
• Analyze operational data to identify improvement opportunities and implement process enhancements
• Communicate performance metrics and recommendations to senior leadership while responding to service disruptions

Required qualifications

• 5+ years of leadership experience in customer service, contact center, or operations environments
• Proven track record of developing high-performing customer-facing teams
• Strong analytical skills with the ability to leverage data for decision-making
• Experience with workforce management and performance management metrics
• Familiarity with Google Workspace and contact center technologies