Customer Operations Manager

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, implement call center improvements, and manage dispatch and customer service operations. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members.

Essential Duties and Responsibilities

The essential functions include, but are not limited to, the following:

• Drafts, implements, and executes policies and procedures tofacilitatea quality customer service experiencewith a focuson the ability to scale.
• Establishes performance metrics for customer service representatives.
• Establishes service levels and requirements for the department.
• Measuresteamperformance;communicatesgoals and quotas to team; andencouragesthe call centeras 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 programsfocused on the customer journeyfor new hires and experienced employees.
• Identifiesand recommendsexpansionsoftechnology, equipment, and policies that may improve customer service and retention.
• Acts as a liaison between the customer service department and otherdepartmentsin the company.
• Drafts and implements the department’s budget.
• Prepares and presents reports tosenior leadershipstrategyrecommendations focused on sales and retention datainconjunctionwith sales and senior management.
• Understandindustry trends, customer behavior, and market dynamicstoguidetheapproachforcall center employees to empower thecustomer service journey.
• Prioritize exceptional customer service. Understand customer needs, address concerns, and ensure a positive experience for callers.
• Lead,mentorand developamulti-site team.
• Proficientin workforce management, understandingacall centerenvironment, and streamlining processes for maximum efficiency.
• Mediate problems and disputes between dispatch/route service personnel and customers as needed
• Carrying outadditionalduties assignedby seniormanagement.

Supervisor Responsibilities of this Role

Oversees the Customer Service and Dispatch teams. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns.

• Directlyresponsiblefortheteamsintherespectivearea.
• Providesongoingtrainingtoapplicablestafftodevelopandencouragetheirtechnicalandoperationalperformance.
• MeetswithappropriatestaffonatimelybasisforperformanceevaluationsandcommunicationofCompanygoals.

The Manager of Customer Operation’s 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:

1. Average Resolution Time
2. Average After Call Work Time

1. Membership Business Growth
2. Customer Callbacks

Minimum Qualifications

• Experience with Service Titan is desired
• Proficiencyinfinancial managementand Budgeting
• Computerliteracy,includingMicrosoftOfficeSuite
• Familiarity with relevant software and tools, including project management and CRM systems.
• Business development skills with commercial clients

• Minimum of 3 years management experience in a matrixed organization
• Excellentoral,written,andinterpersonal communication skills
• Bachelor’s degree preferred but notrequired; minimum of four years in a similar role.

Physical Demands and Work Environment Physical Demands:

• Sittingor standingforlongperiodsoftime
• Typingforlongperiodsoftime
• Abilitytolift,push,andpullupto50lbs.
• Talkingonthetelephoneforlongperiodsoftime
• Needsuseofvoice,eyesightbothnearanddistance

Working Environment:

• NormalConditionedOfficeenvironment
• Occasionalworkinthefieldexposedtotheelements.

Note

This job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. This document does not create an employment contract, implied or otherwise, other than an “at will” relationship.