Operations Manager

Crescendo

Operations Manager overseeing a customer support team to ensure performance and engagement at Crescendo. Responsible for managing daily operations and team development while adhering to company values.

Posted 5/22/2026full-timeRemote • 🇺🇸 United StatesJuniorMid-LevelWebsite

About the role

Key responsibilities & impact

Manage your time effectively to fulfill daily/weekly/monthly tasks at the highest level of quality.
Keep external partner POCs updated on the regular status and progress of your team.
Ensure the team is performing at expected quantitative and qualitative levels.
Contribute to critical team operations: including hiring, onboarding, training, quality control, feature request tracking, and team building.
Establish a quality-focused team culture with strong communication, accountability, and adherence to Crescendo Core Values.
Manage team issues and risks, and develop mitigation initiatives and contingency plans to reduce potential impact; activate and implement these strategies when necessary.
Examine required reports on a regular basis to confirm the information has been correctly added and to detect any trends or improvements.
Evaluate overall team happiness and engagement.
Directly manage and develop a team of high-performing team leads and associates.
Monitor individual wellbeing and drive success through effective performance management.
Perform regular 1:1s with all direct reports, as well as skip-levels with other team members.
Resolve personnel issues as they arise, leading disciplinary action as needed.
Work on development programs for associates and leads.
Assist leads with HR-related issues and policies, payroll and bonus structures, and the management of the team.
Participate in regular program reviews.
Perform internal quality control check-ins with assigned programs.
Support team leads and managers in establishing KPIs and meeting their program goals.
Provide the leadership team with status updates and solutions to milestones, deliverables, risk assessment, etc.
Ensure all solutions satisfy both the partner’s goals and the organization's vision.
Foster a problem-solving environment, demonstrating teamwork and innovation.
Establish a standard and encourage the learning and sharing of best practices.
Craft best practices and templates based on program needs/requirements.

Requirements

What you’ll need

2+ years as a support Team Lead or equivalent.
Excellent written communication.
Amazing customer support sensibilities.
Tech-savvy and Advanced proficiency on G-Suite/MS-Office.
Experience successfully managing and mentoring other people managers.
Experience leading hiring and interviews, training, and quality control programs.
Great eye for detecting team and employee risk and mitigating potential issues.
Track record of building positive relationships with employees and partners.
Strong work ethic, the ability to navigate ambiguity, and a talent for bringing out the best in others.
Passionate about sharing knowledge and helping others.

Benefits

Comp & perks

Competitive base salary
Comprehensive benefits package including medical, dental, and vision options
Access to free posture-based fitness workouts from home
Training and professional development opportunities
Be part of a people-first, values-driven organization

ATS Keywords

✓ Tailor your resume

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools

team managementperformance managementquality controlhiringonboardingtrainingrisk assessmentKPI establishmentprogram reviewscustomer support

Soft Skills

communicationaccountabilityteamworkproblem-solvingmentoringrelationship buildingwork ethicadaptabilityleadershipinnovation