Customer Operations Manager
SurveyMonkey
full-time
Posted on:
Location Type: Remote
Location: United States
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Salary
💰 $71,825 - $84,500 per year
Job Level
About the role
- Oversee a team of customer support professionals, providing guidance, mentorship, and performance management to ensure high-quality service delivery.
- Manage daily operations, ensuring efficiency, effectiveness, and adherence to company policies and standards.
- Continuously seek ways to improve the customer experience, leveraging insights from customer feedback and team performance data.
- Oversee and coordinate internal team projects to ensure effective implementation and alignment with departmental goals, while managing project communications and resources.
- Work closely with other departments to align support initiatives with company-wide strategies and objectives, ensuring seamless execution and impact.
- Identify opportunities for process optimization and quality enhancements within the support function, and lead these initiatives from concept to fruition.
- Engage in activities and projects that contribute to professional growth, focusing on the practical application of strategic planning and execution skills.
Requirements
- 1+ years of experience leading a team, including mentoring and training.
- Experience in fostering a collaborative team environment and motivating team members to achieve high performance.
- Advanced knowledge of operational metrics and KPIs to gauge and improve team performance.
- Ability to design and optimize support workflows and processes for maximum efficiency and effectiveness.
- Strong capabilities in managing stakeholder relationships across various levels of an organization.
- Proven record of successfully collaborating with other departments to enhance customer support strategies.
- Experience leading change initiatives within customer support, ensuring smooth transitions and adoption of new technologies or processes.
- Skills in managing resistance and effectively communicating change benefits to teams and stakeholders.
- Experience in identifying low to moderately complex problems and developing innovative solutions that enhance customer support delivery.
- Ability to manage small projects or components of larger projects, focusing on execution and team coordination.
- Skills in organizing team resources effectively to meet project goals and deadlines.
Benefits
- medical, dental, vision, life, and disability insurance
- 401(k) retirement plan
- flexible spending & health savings account
- paid holidays
- paid time off
- employee assistance program
- other company benefits
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
operational metricsKPIssupport workflowsprocess optimizationchange managementproject managementstakeholder managementproblem-solvingteam coordination
Soft skills
mentoringcollaborationmotivationcommunicationstrategic planningleadershipperformance managementresource organizationcustomer experience improvement