Customer Operations Manager

About the role

The Manager of Customer Operations is in charge of managing and improving customer service operations within the company. They coordinate with analysts to develop strategies, identify new sales opportunities, and implement improvements. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members.

Responsibilities

• Drafts, implements, and executes policies and procedures to facilitate a quality customer service experience with a focus on the ability to scale
• Establishes performance metrics for customer service representatives
• Establishes service levels and requirements for the department
• Measures team performance; communicates goals and quotas to team; and encourages and motivates telemarketers as they work toward reaching their goals and quotas
• Develops and implements methods to record, assess, and analyze customer feedback
• Develops and implements training and quality assurance programs for new hires and experienced employees
• Identifies and recommends, or acquires, updates and expansions to technology, equipment, and policies that may improve customer service and retention
• Acts as a liaison between the customer service department and other departments in the company
• Drafts and implements the department's budget
• Prepares and presents reports to Chief Marketing Officer for strategy recommendations focused on sales and retention data
• Understands industry trends, customer behavior, and market dynamics to guide the approach for sales
• Prioritizes exceptional customer service; understands customer needs, addresses concerns, and ensures a positive experience for callers
• Leads, mentors, and develops a multi-site team
• Proficient in workforce management, understanding a call center environment, and streamlining processes for maximum efficiency
• Mediates problems and disputes between dispatch/route service personnel and customers as needed
• Carries out additional duties assigned

Supervisor responsibilities

• Oversees the Customer Service, Dispatch, and Inside Sales team of assigned businesses
• Carries out supervisory responsibilities in accordance with organization policies and applicable laws, including staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns
• Directly responsible for the teams in the respective area
• Provides ongoing training to applicable staff to develop and encourage their technical and operational performance
• Meets with appropriate staff on a timely basis for performance evaluations and communication of Company goals

Qualifications

• Minimum of 3 years management experience in a matrixed organization
• Bachelor's degree preferred but not required; minimum of four years in a similar role
• Proficiency in financial management and budgeting
• Computer literacy, including Microsoft Office Suite
• Familiarity with relevant software and tools, including project management and CRM systems
• Business development skills with commercial clients
• Excellent oral, written, and interpersonal communication skills

Performance success factors

The Manager of Customer Operations' success will be measured by many factors pertaining to the job, including, but not limited to:

• Leadership – Demonstrated ability to lead others and get results through others
• Planning – Ability to think ahead and plan over 1 to 3 months
• Management – Ability to organize and manage multiple priorities
• Procedure and Process – Champion the belief and adherence to procedures and processes
• Problem analysis and problem resolution at both strategic and tactical levels
• Commitment to Company values

They will have primary responsibility KPIs set by the Regional VP. A few examples may include:

• Average Resolution Time
• Average After Call Work Time
• Membership Business Growth
• Customer Callbacks

Physical demands and work environment

Physical Demands:

• Sitting or standing for long periods of time
• Typing for long periods of time
• Ability to lift, push, and pull up to 50 lbs.
• Talking on the telephone for long periods of time
• Needs use of voice, eyesight both near and distance

Working Environment:

• Normal Conditioned Office environment
• Occasional work in the field exposed to the elements