Senior Manager, Customer Operations

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

Key Responsibilities

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

Coaching and developing team leads to enhance agent performance through structured feedback

Oversee daily execution of sales and service teams while partnering with functional leads for alignment

Required Qualifications

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

Proven ability to manage through others and hold them accountable for performance

Experience using data to diagnose issues and implement operational improvements

Track record of driving performance by managing inputs effectively

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