Customer Operations Manager

Role Overview

The Customer Operations Manager is responsible for overseeing, coordinating, and governing multi-channel customer contact operations, ensuring accurate and consistent handling of customer inquiries across call, live chat, and email. The role acts as a single conduit between the call center and internal business functions.

What You Will Do

Responsibilities include overseeing customer interactions, ensuring service levels and response quality, coordinating transition from in-house to outsourced operations, maintaining knowledge base and information management, and ensuring accountability for customer experience and control.

Why It Might Be a Fit

The successful candidate will have 5-8 years’ experience in customer operations, service management, or contact center oversight, preferably in a multi-channel environment, and strong coordination, communication, and stakeholder management skills.

Requirements

• Bachelor’s degree in Business, Management, Marketing, or a related field
• 5–8 years’ experience in customer operations, service management, or contact center oversight
• Experience working with outsourced service providers and/or supporting transition from in-house to outsourced operations
• Working knowledge of customer journey management, escalation handling, and service-level governance
• Strong coordination, communication, and stakeholder management skills

Benefits

• Competitive total rewards package
• Discretionary bonuses based on company performance and individual achievements
• Benefits and programs designed to meet the needs of employees and benchmarked to the market