Senior Manager, Customer Operations

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

Key Responsibilities

Build and sustain a high-performance culture by setting clear goals and enforcing accountability

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

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

Required Qualifications

3+ years of experience managing a team in a high-volume, metric-driven inbound contact center environment

Proven ability to manage through team leads, holding them accountable for performance

Experience using data to diagnose issues and implement operational improvements

Demonstrated track record of driving performance by managing inputs effectively

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