Customer Operations Manager

Oversee multi-channel customer contact operations across voice, live chat, and email as the single point of contact between the call center and internal business functions including Operations, Marketing, Fleet, IT, and Finance. Ensure service levels, response quality, and escalation protocols are adhered to while maintaining data control and accountability within the organization. Lead the transition of customer operations from in-house to an outsourced service provider, managing knowledge transfer, process validation, and stabilization support. Own and maintain the customer-facing knowledge base, consolidating input from cross-functional teams to ensure call center readiness. Monitor customer feedback and complaint patterns to drive process improvements and standardization with Operations Excellence. Lead and manage assigned customer operations resources, conducting performance reviews and coaching to foster a high-performance culture. Ensure all activities comply with company policies, data privacy standards, and brand licensing requirements while escalating reputational risks to appropriate functions.