Customer Service Operations Manager (Remote)

Job Description

Customer Service Operations Manager

Irvington, New Jersey (In-Person)

$125,000 $175,000 annually, based on experience.

Company Overview

We are a fast-growing company dedicated to delivering exceptional customer experiences. Our mission is to provide outstanding service across all touchpoints, including online sales through phone, live chat, and email support. Join a team where innovation meets excellence, and your leadership will make a tangible impact.

Position Overview

We are seeking an experienced Customer Service Operations Manager to lead and elevate a team of 40+ customer service representatives. This is a hands-on leadership role for someone who thrives in a fast-paced, customer-centric environment and excels in fostering team growth and efficiency.

The Ideal Candidate

• A proven leader with experience managing large teams in customer service or similar environments.
• An expert in streamlining processes and improving team performance.
• Data-savvy and adept at using analysis to inform strategic decisions.
• A strong communicator who can inspire and energize a diverse team.
• Comfortable in a fast-paced environment with a commitment to continuous improvement.

Key Responsibilities

• Lead, mentor, and inspire a team of 40+ customer service representatives (on-site and remote).
• Develop and implement strategies to enhance service quality and exceed Key Performance Indicators (KPIs).
• Manage schedules for chat and phone support, ensuring seamless coverage.
• Implement and manage a ticketing/project management system to improve workflow efficiency.
• Foster a supportive, team-oriented environment that promotes growth and morale.
• Resolve customer issues promptly, maintaining the highest levels of satisfaction.
• Analyze customer behavior data to identify improvement opportunities and inform decisions.
• Streamline service operations for greater efficiency and productivity.
• Create and lead training programs to develop team skills and overall performance.
• Utilize Excel and other tools to analyze data and generate actionable reports.

Qualifications

• Proven leadership experience, particularly in customer service or related industries.
• Proficiency in customer service platforms for managing multi-channel support is preferred.
• Strong organizational and communication skills, with an emphasis on building relationships.
• Experience with data analysis, reporting, and process improvement.
• Adaptable, strategic thinker with a hands-on approach to leadership.

If you’re ready to lead a dynamic team and drive exceptional customer service, we invite you to apply.

Email Resume: Joel@maiplacement.com

Click here to Apply Online