Customer Service Operations Manager

Role Overview

• The Customer Service Operations Manager leads a team of Operations Supervisors and specialists responsible for delivering exceptional roadside assistance experiences at scale.
• This role is accountable for frontline and escalation team performance, service quality, customer satisfaction, and operational efficiency.
• You will partner closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to improve processes, solve complex service challenges, and ensure customers receive timely, empathetic support when they need it most.
• Lead from the front and support the team during periods of high demand.
• Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity.
• Provide leadership and guidance for complex customer and service provider escalations.
• Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes.
• Analyze operational data and trends to identify opportunities for improvement and drive corrective action.
• Develop and implement process improvements that enhance efficiency, scalability, and service quality.
• Conduct regular performance reviews, coaching, and development discussions with direct reports.
• Communicate operational performance, risks, and recommendations to senior leadership.
• Lead operational response during service disruptions, severe weather events, and other high-impact incidents.
• Foster a culture of accountability, collaboration, and continuous improvement while supporting the team wherever needed.

Requirements

• 5+ years of leadership experience in a customer service, contact center, or operations environment.
• Experience leading supervisors and developing high-performing customer-facing teams.
• A customer-first mindset with a passion for delivering exceptional service, especially during complex or escalated situations.
• Strong analytical and problem-solving skills with the ability to use data to drive decisions and improve performance.
• Proven ability to identify operational challenges, implement process improvements, and drive measurable results.
• Calm under pressure and able to make sound decisions in a fast-paced, rapidly changing environment.
• Strong interpersonal skills with the ability to influence, coach, and collaborate across all levels of the organization.
• Proficiency with Google Workspace and contact center technologies.
• Experience with workforce management, quality assurance, performance management, and customer experience metrics preferred.
• Experience in roadside assistance, insurance, transportation, logistics, or other service-based industries preferred.

Benefits

• Full range of medical, financial, and/or other benefits.