CustomerServiceOperationsManager

## Description Honk is a technology-driven roadside assistance platform that connects enterprise customers (insurance carriers, auto clubs, warranty companies, and fleet operators) with a nationwide network of independent service providers. We have a simple, yet challenging, goal to ensure every motorist gets the help they need in a timely fashion We don’t own trucks, but we have built the marketplace, the dispatch engine, and the technology infrastructure that makes it work. We’re PE-backed, scaling fast, and aggressively investing in automation and AI to widen the gap between legacy operators and us, still running on phone trees and spreadsheets. ## The Role The Customer Service Operations Manager leads a team of Operations Supervisors and specialists responsible for delivering exceptional roadside assistance experiences at scale. This role is accountable for frontline and escalation team performance, service quality, customer satisfaction, and operational efficiency. You will partner closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to improve processes, solve complex service challenges, and ensure customers receive timely, empathetic support when they need it most. ## You Will Lead from the front and support the team during periods of high demand Lead and develop a team of Operations Supervisors across frontline and escalation functions. Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity. Provide leadership and guidance for complex customer and service provider escalations. Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes. Analyze operational data and trends to identify opportunities for improvement and drive corrective action. Develop and implement process improvements that enhance efficiency, scalability, and service quality. Conduct regular performance revi