Business Operations Manager AO7177465
On-site · Plano, Texas, United States
Job Summary
Operations Manager will lead initiatives to enhance customer experience and streamline operational processes within the Care+ team of the MX organization. Responsibilities include identifying inefficiencies, implementing process improvements, case-managing customer escalations, and acting as the main point of contact for Call Center BPO and Third-Party Administrator. The role focuses on leveraging NPS results, Medallia survey data, and KPI results to drive action, collaborating with cross-functional teams, and leading training to build capabilities in customer experience and process improvement.
Required Qualifications
- Bachelor's degree in Business Administration, Operations Management, or a related field.
- 5 years of experience in operations management or a related role.
- Proven track record of improving customer experience and operational processes.
- Strong analytical skills with the ability to interpret data and make data-driven decisions.
- Excellent communication and leadership skills.
Desired Qualifications
- Experience in the mobile device protection industry.
- Familiarity with process improvement methodologies such as Lean or Six Sigma.
- Experience managing cross-functional teams in a fast-paced environment.
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