Customer Service Operations Manager

About the Opportunity

This is a technology-driven roadside assistance platform that connects enterprise customers (insurance carriers, auto clubs, warranty companies, and fleet operators) with a nationwide network of independent service providers. The organization has a simple, yet challenging, goal to ensure every motorist gets the help they need in a timely fashion. The company does not own trucks, but has built the marketplace, the dispatch engine, and the technology infrastructure that makes it work. The organization is PE-backed, scaling fast, and aggressively investing in automation and AI to widen the gap between legacy operators and those still running on phone trees and spreadsheets.

Key Responsibilities

• Lead from the front and support the team during periods of high demand
• Lead and develop a team of Operations Supervisors across frontline and escalation functions
• Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity
• Provide leadership and guidance for complex customer and service provider escalations
• Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes
• Analyze operational data and trends to identify opportunities for improvement and drive corrective action
• Develop and implement process improvements that enhance efficiency, scalability, and service quality
• Conduct regular performance reviews, coaching, and development discussions with direct reports
• Communicate operational performance, risks, and recommendations to senior leadership
• Lead operational response during service disruptions, severe weather events, and other high-impact incidents
• Foster a culture of accountability, collaboration, and continuous improvement while supporting the team wherever needed

Required Qualifications

• 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

Preferred Qualifications

• Experience with workforce management, quality assurance, performance management, and customer experience metrics
• Experience in roadside assistance, insurance, transportation, logistics, or other service-based industries