Nysonian Inc.

Customer Care Operations Manager – D2C Contact Center

Nysonian Inc.

full-time

Posted on:

Location Type: Office

Location: Miami • Florida • 🇺🇸 United States

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Job Level

Mid-LevelSenior

About the role

  • Lead and manage the daily operations of our in-house D2C call center, ensuring world-class service quality and response times
  • Oversee a team of customer care agents, supervisors, and leads across all support channels (phone, chat, email, SMS)
  • Drive performance across core KPIs, including AHT, FCR, CSAT, NPS, SLA adherence, QA scores, and staffing efficiency
  • Implement and optimize call routing, workflows, knowledge bases, and SOPs to improve operational consistency and customer outcomes
  • Own the escalation management process, including chargebacks, refunds, complaints, and customer sentiment recovery
  • Partner cross-functionally with Fulfillment, Logistics, Product, Marketing, and eCommerce to resolve consumer issues at the root cause level
  • Build workforce schedules, forecast call volumes, and manage staffing needs to meet demand
  • Identify and execute improvements in tools, technology, scripts, training, and processes
  • Report on performance, trends, and improvements to senior leadership on a weekly and monthly basis
  • Champion a culture of customer obsession, coaching, accountability, and continuous improvement.

Requirements

  • 5+ years of experience managing call centers, contact centers, or customer care operations (required)
  • Experience supporting direct-to-consumer (D2C) brands, e-commerce, retail, or fast-paced consumer environments
  • Proven success leading large teams of customer care agents and achieving KPI targets
  • Hands-on experience with call center tools such as Zendesk, Five9, NICE/InContact, Talkdesk, Freshdesk, or similar
  • Strong analytical skills with the ability to interpret data and optimize performance
  • Ability to design and improve processes, SOPs, QA standards, and agent training programs
  • Excellent communication, coaching, leadership, and problem-solving skills
  • Results-driven mindset with a passion for elevating the customer experience.
Benefits
  • Competitive salary aligned with experience
  • Growth opportunities in a fast-scaling, consumer-focused organization
  • Full benefits package
  • A leadership role with meaningful impact on customer experience and brand loyalty

Applicant Tracking System Keywords

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

Hard skills
call center managementcustomer care operationsKPI performance managementprocess designSOP developmentdata analysisperformance optimizationagent training programsescalation managementcustomer sentiment recovery
Soft skills
communicationcoachingleadershipproblem-solvingresults-driven mindsetcustomer obsessionaccountabilitycontinuous improvementteam managementanalytical skills