Customer Service Operations Manager
On-sitePlano, Texas, United States
Job Summary
Oversee and optimize eCommerce Customer Service Operations teams handling Executive Escalations for consumers and business customers. Manage onshore Vendor Partners to lead quality assurance, including AI-enabled efforts, and establish key performance measurements driving improvements in quality, efficiency, and customer satisfaction. Streamline customer service processes by improving contact options, content, and satisfaction metrics while collaborating with Fulfillment, Risk/Fraud, and Engineering partners to reduce return rates and false positive cancellations. Lead a small internal team and global operational support partners to assure consistent, best-in-class delivery across multiple channels, leveraging customer insights to reduce friction and elevate the voice of the customer throughout the organization.
Required Qualifications
- Bachelor's Degree
- 8+ years of total operational leadership experience in customer-centric organizations
- At least five years in customer service operations for B2C and B2B
- Ownership of CS Operations in the previous role with a track record of delivering results
- Proven ability to influence and performance manage third-party vendors remotely while creating urgency to resolve identified issues and opportunities
- Background in building and scaling rapidly growing customer service teams in multiple countries
- Deep, in-depth experience in traditional and emerging channels – phone, email, chat, SMS, and social media
- Detail-oriented with a strong track record of process development and execution
- Strong problem-solving skills and an ability to motivate and inspire large teams spread over a geographically dispersed area
- Demonstrated passion for continuous improvement, hungry to make step improvements, not averse to rolling up their sleeves, and able to balance 'task & people' orientation
- A strong bias for action with a high sense of urgency to resolve customer-impacting issues
- Proven ability to build and execute customer-centric strategies
- Experience managing direct reports, multiple departments, and creating accountability across large and small teams
- Excellent track record of issue identification and rapid resolution of core issues
- Experience managing relationships with large vendors providing critical business services
- Exceptional problem-solving skills
- Good working capability with Excel & PowerPoint
- Experience developing in-house platforms for internal processes
- Working knowledge of Sprinklr, Tableau, Jira, sales portal, and or other contact management systems
Desired Qualifications
- MBA
- Experience in leading teams handling Executive Escalations (Tier 2 / Tier 3)
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