Operations Support Consultant

Job Summary

Managing day-to-day operations for repair services, the full-time remote Operations Support Consultant will act as the primary liaison between the company and its repair vendor, ensuring alignment with operational standards and driving continuous improvement initiatives to enhance customer experience.

Key responsibilities

• Oversee daily operational execution across vendor and contact center functions, including project management and performance reporting
• Track performance against KPIs, conducting audits and assessments to ensure compliance and recommend improvements
• Collaborate with vendors and internal stakeholders to implement process enhancements that improve efficiency and customer satisfaction

Required qualifications

• College degree with 5-7 years of professional experience, including 2-3 years in a supervisory role, or 9+ years of related experience with supervisory responsibilities
• Previous experience in customer service and call center operations
• Vendor management experience with a focus on accountability to performance standards
• Familiarity with business internet/broadband repair services and technical aspects
• Proficiency in Excel and strong analytical skills for data-driven insights