Senior Manager of Customer Operations

A company is looking for a Senior Manager, Customer Operations to lead inbound virtual contact center teams.

Key Responsibilities

Build and maintain a high-performance culture by setting goals and tracking agent performance

Coach and develop team leads to enhance agent performance through structured feedback and recognition

Oversee daily operations of sales and service teams, ensuring alignment with strategic goals

Required Qualifications

3+ years of experience managing a team in a high-volume contact center environment

Proven ability to manage through team leads and hold them accountable for performance

Experience using data to diagnose issues and implement improvements

Track record of driving performance by managing inputs effectively

Comfortable working with both onshore and offshore teams in a tech-forward setting