Customer Service Operations Manager

The Role

The Customer Service Operations Manager leads a team of Operations Supervisors and specialists responsible for delivering exceptional roadside assistance experiences at scale. This role is accountable for frontline and escalation team performance, service quality, customer satisfaction, and operational efficiency.

You will partner closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to improve processes, solve complex service challenges, and ensure customers receive timely, empathetic support when they need it most.

What You Bring

• 5+ years of leadership experience in a customer service, contact center, or operations environment.
• Experience leading supervisors and developing high-performing customer-facing teams.
• A customer-first mindset with a passion for delivering exceptional service, especially during complex or escalated situations.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions and improve performance.
• Proven ability to identify operational challenges, implement process improvements, and drive measurable results.
• Calm under pressure and able to make sound decisions in a fast-paced, rapidly changing environment.
• Strong interpersonal skills with the ability to influence, coach, and collaborate across all levels of the organization.
• Proficiency with Google Workspace and contact center technologies.
• Experience with workforce management, quality assurance, performance management, and customer experience metrics preferred.
• Experience in roadside assistance, insurance, transportation, logistics, or other service-based industries preferred.