honkforhelp - HONK - Customer Service Operations Manager
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. • At HONK, we're a community of diverse and passionate individuals who believe in the power of remote work and the strength of inclusivity. As a remote-first company, we embrace the boundless possibilities of collaboration and flexibility, allowing our team members to thrive from anywhere in the US.
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.
Apply in one click
Upload My Resume
Drop here or click to browse · Tap to choose · PDF, DOCX, DOC, RTF, TXT