Operations & Customer Service Manager

The Midtown Group is a national organization seeking a temporary Operations & Customer Service Manager to cover an upcoming maternity leave. The role involves overseeing daily operational tasks, managing a small team of junior specialists, and handling escalated customer service requests, while also assisting with administrative document reviews for the upcoming 2027 season.

Responsibilities:

• Monitor Salesforce queues and the daily tasks of one to two junior staff members to ensure all service requests are completed on time
• Act as the primary escalation point for complex or sensitive customer inquiries, including emergency policy exception requests
• Apply highly detailed standard operating procedures to resolve nuanced cases
• Draft clear, firm, and compassionate correspondence to de-escalate customer concerns while strictly adhering to organizational policy
• Review updated policy documents to verify all required changes are accurately incorporated
• Track and monitor policy documents sent to external vendors for ADA compliance reviews
• Maintain established project trackers in Excel and navigate shared files via SharePoint

Requirements:

• Active experience using Salesforce to manage queues, monitor staff activity, and respond to tickets
• Strong customer service background, specifically in handling challenging escalations and reading the true intent behind customer inquiries
• High level of professional maturity to oversee junior staff and directly follow up on delayed tasks
• Excellent written communication skills with the ability to convey strict rules professionally
• Self-starter mentality; must be able to research and exhaust written resources and past case logs before escalating issues to senior management
• Prior supervisory or team lead experience
• Industry background in higher education, testing centers, or legal compliance