CustomerServiceOperationsManager

## 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. Requirements: 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 Googl