Customer Operations Manager

About the Opportunity

Our client is seeking a Customer Operations Manager to serve as a key liaison between customers, partners, and internal teams. This role combines customer support, operations, process improvement, and cross-functional coordination to ensure an exceptional service experience. The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment where communication, problem-solving, and relationship management are critical to success. A significant portion of this role involves managing a high-volume shared inbox, researching issues, coordinating with multiple departments, and providing thoughtful, customized responses. Success requires strong critical thinking, technical aptitude, attention to detail, and a customer-first mindset.

Responsibilities

• Customer & Partner Support
  • Serve as a primary point of contact for customer and partner inquiries, concerns, and service needs
  • Build and maintain strong relationships through proactive communication and responsiveness
  • Act as an advocate for customers and partners to ensure a positive overall experience
  • Monitor customer feedback and identify opportunities to improve service delivery
  • Manage communications across internal and external stakeholders
• Shared Inbox Management & Customer Support
  • Manage a high-volume shared inbox, responding to 100-150+ inquiries per day during peak periods
  • Research, investigate, and provide personalized responses related to account status, payments, documentation, system access, onboarding, operational requests, and service inquiries
  • Draft customized responses rather than relying solely on templates
  • Prioritize incoming requests while balancing urgency, service levels, and customer expectations
  • Maintain detailed documentation of inquiries, resolutions, and follow-up activities
  • Escalate complex issues appropriately while maintaining ownership of the customer experience
• Operations & Issue Resolution
  • Investigate and resolve customer inquiries, discrepancies, and operational issues
  • Coordinate with internal departments to gather information and provide accurate resolutions
  • Monitor outstanding requests and ensure timely follow-up
  • Identify recurring issues and recommend long-term solutions
  • Maintain accurate records and ensure data integrity across systems
• Account Support & System Administration
  • Support onboarding and account setup activities
  • Provide guidance and training on customer-facing systems and self-service tools
  • Assist with user access management, account maintenance, and troubleshooting
  • Serve as a resource for customers navigating internal processes and systems
  • Coordinate with technical teams when additional support is required
• Process Improvement & SOP Development
  • Evaluate existing workflows and identify opportunities for increased efficiency
  • Develop, document, and maintain Standard Operating Procedures (SOPs)
  • Partner with cross-functional teams to implement process improvements
  • Promote consistency, scalability, and operational excellence
  • Leverage customer feedback and operational metrics to drive continuous improvement initiatives
• Project Management & Cross-Functional Collaboration
  • Lead and support customer-facing projects, onboarding initiatives, and service enhancements
  • Coordinate efforts across operations, accounting, customer support, and technology teams
  • Ensure seamless execution of initiatives and issue-resolution efforts
  • Foster a collaborative and customer-focused environment
  • Maintain clear communication across departments to meet customer expectations

Qualifications

Required

• 3-5+ years of experience in:
  • Customer Success
  • Account Management
  • Customer Operations
  • Client Services
  • Operations Coordination
  • Logistics or Supply Chain
  • Service Delivery
• Experience managing a high-volume shared inbox, support queue, or ticketing environment
• Strong written communication skills with the ability to draft professional, customized responses independently
• Proven ability to research issues across multiple systems and departments
• Exceptional customer service, communication, and problem-solving skills
• Strong attention to detail and organizational abilities
• Ability to manage multiple priorities in a fast-paced environment
• Advanced proficiency with Microsoft Office, particularly Excel
• Strong technical aptitude and ability to learn new systems quickly

Preferred

• Experience in transportation, logistics, supply chain, operations, customer support, or business services
• Experience creating SOPs and improving operational processes
• Project management experience leading cross-functional initiatives
• Experience working with CRM, ERP, ticketing, or operational management platforms
• Bachelor's degree in Business, Operations, Supply Chain, or a related field

Pay

$60,000 - $75,000 DOE

Schedule

Monday-Friday | 8:00 AM - 4:30 PM
100% Onsite
Direct Hire

Benefits

• 20 Days PTO
• Health & Dental Insurance
• Health Savings Account (HSA)
• Life Insurance & AD&D
• Employee Assistance Program (EAP)
• 401(k) with Company Match