Senior Manager, Customer Operations

A company is looking for a Senior Manager, Customer Operations to oversee front-line agents in a virtual contact center environment.

Key Responsibilities

Build and sustain a high-performance culture by setting clear goals and tracking progress

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

Own day-to-day execution of sales and service teams, ensuring alignment on strategic goals

Required Qualifications

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

Demonstrated ability to manage through team leads and hold them accountable

Experience using data to diagnose issues and improve operational outcomes

Track record of driving performance by managing inputs effectively

Comfortable working across onshore and offshore teams in a tech-forward environment