Jobgether
Customer Service Operations Manager
Accountabilities:
- Lead and develop a team of Operations Supervisors and frontline specialists responsible for customer service and escalation management.
- Own performance across key operational KPIs including service levels, quality, productivity, and customer satisfaction metrics.
- Provide hands-on leadership during high-demand periods and critical service disruptions to ensure continuity and quality of support.
- Manage complex customer and service provider escalations, ensuring timely resolution and strong customer outcomes.
- Partner with Workforce Management, Training, Product, and Engineering teams to improve processes and operational effectiveness.
- Analyze operational data and trends to identify performance gaps and implement targeted improvement initiatives.
- Drive process optimization initiatives that improve scalability, efficiency, and overall service quality.
- Conduct regular coaching, performance reviews, and development conversations to build high-performing teams.
- Communicate operational insights, risks, and recommendations to senior leadership to support strategic decision-making.
- Foster a culture of accountability, collaboration, and continuous improvement across the organization.
- 5+ years of leadership experience in customer service, contact center, or operations environments.
- Proven experience managing supervisors and leading customer-facing teams in fast-paced, high-volume settings.
- Strong analytical skills with the ability to leverage data to identify issues, drive decisions, and improve performance.
- Demonstrated ability to implement process improvements and deliver measurable operational results.
- Calm, decisive leadership style with the ability to perform under pressure in rapidly changing environments.
- Strong interpersonal and communication skills with the ability to influence and coach across multiple levels.
- Experience with workforce management tools, quality assurance frameworks, and customer experience metrics.
- Proficiency in Google Workspace and contact center technologies.
- Background in transportation, logistics, insurance, roadside assistance, or similar service-driven industries is a plus.
- Competitive compensation package aligned with experience and market benchmarks
- Remote-first work environment with flexibility to work from anywhere in the United States
- Comprehensive health, dental, vision, and wellness benefits
- Opportunities for career growth in a rapidly scaling, technology-driven organization
- Exposure to high-impact operational challenges and cross-functional collaboration
- Leadership development and ongoing professional training opportunities
- Inclusive, collaborative culture focused on innovation and continuous improvement
- Opportunity to directly impact customer experience at scale in real-world, time-sensitive situations
Requirements:
Benefits:
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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Jobgether runs the largest remote job platform, effectively linking job seekers with over 200,000 flexible and remote opportunities that match their unique skills and preferences. Our focus is on enhancing the hiring process, ensuring efficiency while prioritizing the candidate experience, particularly in the growing health and wellness sector.
- Founded
- Founded 2020
- Employees
- 11-50 employees
- Industry
- Professional Services
Operations Manager