Customer Service Operations Manager

The ideal candidate will love developing, coaching, and supporting individuals at all stages of their careers. You need to thrive in the type of environment that is constantly changing and growing. Can develop leaders, rapidly respond to changing priorities, and collaborate on initiatives that involve senior stakeholders in a quick-paced environment.

Customer services Operation Responsibilities:

• Driving creation of staffing plans, schedules, quality initiatives, process change initiatives, Lean/Kaizen activities, and other Change/Six Sigma initiatives.
• Oversee order processing and services fulfilment while monitoring platform supply and demands for all areas.
• Developing and achieving performance goals and objectives in order to achieve customer promise expectations.
• Solving complex customer service issues. 
• Managing workflow, escalations and effectively delegating workload across the team.
• Understanding and correctly utilizing resources provided by internal systems, departments, policies, and procedures.
• Identifying and eliminating root cause barriers to accuracy, productivity, and quality.
• Participating in business leadership meetings; developing and driving strategies and programs, which improve the competitive position and profitability of the organization.
• Monitor inventory levels to ensure services are available and orders are being fulfilled in a timely manner, consistent with communicated customer timelines and requirements.
• Support sales department with the completion of ad-hoc client requests, including review and approval of data entry.
• Work with internal fulfilment team to track and problem-solve issues. 
• Serve as an advocate for the consumer experience from time of project ideation to post-sale engagement.
• Liaise with teams to proactively approach projects pre and post fulfilment, insuring they have the latest details to provide exemplary customer experiences.
• Produce and distribute frequent reports, including trouble shooting and resolving issues, customer performance metrics, and overall platform performance including reporting of all promotions, merchandising, and maintenance.
• Proactively preventing negative service trends.
• Assist in ideating and implementing new processes to prevent issues and improve operations
• Collaborate with clients/vendors to ensure meeting deadlines, and effectively communicating and resolving all issues.
• Work closely with partners to streamline communication and drive process and quality.
• Proactively identify operational problems, project-related issues, changes, variances and contingencies that may arise.
• Facilitate problem resolution with appropriate parties.
• Forecast and project services inventory levels, submitting recommendations to satisfy backordered units and replenishment reorders.

People Management Responsibilities:

• Lead and manage teams of 5-8 Customer Service associates.
• Responsible for the overall direction and performance of the teams in accordance with company policies and procedures including planning, assigning and directing work.
• Additional responsibilities include interviewing, training, motivating/rewarding and disciplining employees.
• Effectively build productive working relationships with direct reports, peers, leadership, and other departments while effectively resolving conflicts.
• Manage the career growth and development of the CS team by driving focus on company core values, and by providing guidance and mentorship to all levels of team members, while serving as a role model.

• Bachelor’s degree.
• Master’s degree or MBA, preferred.
• 3+ years’ experience as customer services operation management. OR a minimum of 7 years’ experience in a related role.
• Proven record of at least 7+ years’ experience in customer services operations with progressively increasing responsibility, preferred in digital environment.
• 5+ years of leadership experience.
• Excellent knowledge of statistical concepts and their application to operations along with expertise in the use of technical/statistical tools to drive quality and process improvement 
• Advanced knowledge of MS Office package.
• Strong verbal and written communication skills.
• Project Management experience.
• Knowledge of Six Sigma/Lean Processes, highly preferred.
• Preferred direct experience in Contact Center Operations (Customer Service, Sales, or Collections, other).