Customer Service Operations Manager

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Service Operations Manager based in the United States.

This role sits at the core of a high-volume, technology-enabled service environment where timely and high-quality customer support is critical to real-world outcomes. You will lead frontline operations teams responsible for delivering seamless roadside assistance experiences at scale, ensuring customers receive fast, empathetic, and effective support. The position combines people leadership, operational performance management, and cross-functional collaboration across product, workforce management, training, and engineering teams. You will play a key role in improving service efficiency, optimizing processes, and driving continuous improvement in a fast-growing, data-driven organization. The environment is dynamic and high-pressure, requiring calm decision-making and strong leadership during peak demand or service disruptions. This is a hands-on leadership role for someone passionate about customer experience and operational excellence.

• 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 Google Workspace and contact center technologies.
• Background in transportation, logistics, insurance, roadside assistance, or similar service-driven industries is a plus.

Benefits:

• 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