Customer Service Operations Manager

We're looking for an experienced Customer Service Operations Manager to join the team.

The CS Operations Manager is responsible for overseeing day-to-day operations across multiple markets, ensuring alignment with business goals and consistent delivery on KPIs. This role bridges high-level strategy and on-ground execution, driving operational efficiency, service quality, and outsourced team performance through close collaboration with internal operations teams and BPO partners.

Additionally, this role will play a central part in managing outsourced partners for Back Office and Compliance Operations, leading end-to-end implementation of new initiatives, managing stakeholder relationships, ensuring efficient resource forecasting, and supporting Local Operations teams with their operational needs.

Main Tasks And Responsibilities:

• Ensure strict adherence to core KPIs: speed, resolution, quality, and cost.
• Align execution at the team level with business objectives, proactively identifying and eliminating inefficiencies.
• Optimize workflows, processes, and queue management models, while supporting continuous improvement initiatives in partnership with Central Operations.
• Actively contribute to QA-driven projects and workforce management initiatives to improve efficiency.
• Integrate QA feedback loops into daily operations, ensuring follow-through from BPO and local operations teams.
• Drive high user satisfaction by continuously raising service standards.
• Partner with analytics teams to identify performance trends and implement corrective actions.
• Collaborate closely with BPO partners to align on performance targets, escalation management, and agent development. Lead performance reviews and drive improvements in outsourced quality and efficiency.
• Own WFM, QA, and Training resources to ensure consistent operational support and scalability.
• Lead regional change management efforts and support the rollout of new initiatives.
• Manage regular internal stakeholder meetings (weekly and monthly), ensuring full end-to-end visibility and accountability.
• Manage Team Leaders across the CS Operations and multiple markets, ensuring delivery on performance expectations.
• Mentor and coach Team Leaders, helping them engage, develop, and effectively manage their agent teams.

About You:

• BPO Governance: Manage performance and governance of outsourced partners supporting Back Office and Compliance Operations, ensuring alignment with compliance requirements and service quality standards.
• Stakeholder Management: Act as the primary point of contact for internal and external stakeholders, ensuring clear communication and accountability across functions.
• End-to-End Implementation: Lead the design, implementation, and monitoring of new operational activities, ensuring structured project management and seamless delivery.
• Forecasting & Resource Planning: Forecast resource requirements, monitor utilization, and ensure operational efficiency across markets and workflows.
• Cost Management: Own the estimation, monitoring, and reporting of operational costs; ensure budget alignment and cost efficiency across outsourced and internal activities.
• Support to Local Operations: Provide operational and strategic support to Local Operations teams, translating local needs into scalable central solutions and facilitating effective execution on the ground.

Experience is great, but what we really look for is drive, intelligence, and integrity. So even if you don’t tick every box, please consider applying!

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