Customer Service Operations Manager

Honk is a technology-driven roadside assistance platform that connects enterprise customers with a nationwide network of independent service providers. The Customer Service Operations Manager leads a team responsible for delivering exceptional roadside assistance experiences, focusing on performance metrics, customer satisfaction, and operational efficiency.

Responsibilities:

• Lead from the front and support the team during periods of high demand
• Lead and develop a team of Operations Supervisors across frontline and escalation functions
• 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
• Experience in roadside assistance, insurance, transportation, logistics, or other service-based industries