Customer Operations Manager Job Description

Customer Operations Manager Job Description

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Customer operations manager provides supervision of the Broadcast Operations Center, Network Operations Center, Broadcast Network Operations Center, IP Network Operations center, Telemadics Network operations Center and coordination with the National Repeater Control Center and IT Service Operations Center while on shift.

Customer Operations Manager Duties & Responsibilities

To write an effective customer operations manager job description, begin by listing detailed duties, responsibilities and expectations. We have included customer operations manager job description templates that you can modify and use.

Sample responsibilities for this position include:

Single interface towards customer for all project and services related issues
Manage and maintain the use of the Saba Learning Management System (LMS), including configuration of learning objects, managing users, designing and executing prescriptive rules, activating notifications
Support LMS users
Serve as liaison between Customer Experience Team and IT as required
Analyze reports, interpret data, and prepare information to be communicated to customers
Direct and manage escalated conversations with high value customers, interacting with internal leadership the customer's management
This position requires a College diploma in a business or a related field (equivalent combination of work and educational experience may be substituted at the discretion of management)
Minimum of 6-8 years in Operations preferably with experience in leading Quality Assurance business process improvements and/or Compliance-related activity
Proven ability to manage and lead employees in efforts to continually improve QA processes and related business functions
This position may require occasional travel / visits per year to the remote Consumer Relations locations

Customer Operations Manager Qualifications

Qualifications for a job description may include education, certification, and experience.

Licensing or Certifications for Customer Operations Manager

List any licenses or certifications required by the position: PMP, ITIL, CMM, ITSM, ISO, COPC, IAOP, PMI, PGMP, APICS

Education for Customer Operations Manager

Typically a job would require a certain level of education.

Employers hiring for the customer operations manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Collage Degree in Business, Industrial Engineering, Military, MBA, Education, Engineering, Management, Business/Administration, Marketing, Project Management

Skills for Customer Operations Manager

Desired skills for customer operations manager include:

IP protocol schema and basic network protocols
Software driver implementation
Technical industrial automation products and services
Google Drive and calendar
Microsoft Project
Revenue forecasting and optimization models
Operations management
CSG’s Solutions
Cable
Customer Call Center and the Network Operations Center offerings and procedures

Desired experience for customer operations manager includes:

The holder of COM role is expected to have a background in delivery towards customers such as Project Management deliveries, Managed Services deliveries, or Customer Support activities
The COM is also expected to have several years of experience from leadership role, preferably from the area of Service Delivery and /or Operations
Minimum five years of related experience (Ecommerce, travel, and/or consumer-oriented industry, preferred)
Strong analytical skills, labor relations experience including working knowledge of ramp and collective bargaining agreements
Candidate must possess at least Business level fluency in Japanese both written and spoke (to be able to freely talk and negotiate with customers)
Intermediate - Advanced level English is preferred

Customer Operations Manager Examples

1

Customer Operations Manager Job Description

Job Description Example
Our innovative and growing company is hiring for a customer operations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer operations manager
  • Accountable for managing the performance optimisation of the insight platform that supports/enables the Customer Insight department to deliver existing and required activities
  • Lead and be responsible for the overall initiatives related to sourcing and delivering quality data to the Insight Platform, the development of enterprise-wide data quality and management standards
  • Manage and develop Insight Systems Service Management, Incident Management and Change Management with IS and third parties suppliers to optimise the environment for Customer Insight to perform (having the right tools for the job)
  • Enable structured access to enterprise data on customers and products in order to deliver improved decision making through the UK Business team and beyond
  • Customer data includes that sourced from SAP, Siclops, Smart meters, third parties and many other systems or their replacements
  • Deliver Smart Data services to customers as required across a number of products
  • Serve as change agent by stimulating, communicating and institutionalizing robust operating
  • Supervise a team of 8-10 NOC Engineers
  • Work closely with administrators and support staff to ensure that all support procedures are followed uniformly and that all systems are running smoothly
  • Take ownership of escalated customer issues
Qualifications for customer operations manager
  • 5+ years experience in Customer Success or equivalent history of increasing customer satisfaction, adoption and retention, including managing direct reports
  • Degree holder in Logistics, Engineering or Business Management or related disciplines
  • 3 – 5 years working experience in project planning, implementation or related exposure in logistics environment
  • Experience in managing complex matrix organization
  • Good command of spoken and written English & Chinese, Mandarin is an advantage
  • Proficient in PC skills and software applications related to project management
2

Customer Operations Manager Job Description

Job Description Example
Our company is growing rapidly and is hiring for a customer operations manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations manager
  • Responsible for leading multiple assigned operational functional area(s) to ensure that the business operations remain effective as the business transforms
  • Manage and distribute team workload and provide inputs for succession planning
  • Identify learning opportunities and provide training
  • Ensure team members are properly trained according to department compliance, work
  • Partner with Care Program Management on new marketplace implementation best practices and the Process Improvement (ACES) Team to create a standard operating mechanism for internal and third party vendors (strategy, execution, financial reconciliation)
  • Lead regular scheduled review meetings with contracted partner operations teams to discuss performance against metrics
  • Collaborate with Care Process Improvement ACES team to understand operational impact drivers of issues to ensure contact center consistency, process alignment, and innovation make recommendations for process/performance improvements
  • Act as the liaison between the contracted partner and Care Global Support Functional teams to drive the appropriate behaviors or improvements Quality Assurance, Training and Knowledge Management
  • Travel to client sites for strategic and quarterly business review meeti
  • Resolve inquiries arising from the customer issue escalation process
Qualifications for customer operations manager
  • Influential, self-motivated, systematic, customer-focused and a strong team player
  • Demonstrated experience communicating across departmental boundaries to ensure collaboration, efficiency and service excellence
  • Ability to multitask and perform under pressure and meet deadlines
  • Excellent in Microsoft Office applications including PowerPoint, SharePoint, Word, Project, and Excel
  • Must be able to work under minimum supervision
  • Bachelor’s degree or equivalent, with a minimum of 7+ year’s professional experience in managing manufacturing services projects, policies, and processes
3

Customer Operations Manager Job Description

Job Description Example
Our innovative and growing company is looking for a customer operations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer operations manager
  • Store Manager experience preferable
  • Experience working with International Distributors and Franchisees
  • Strong written communication, project management and influencing skills
  • Business acumen and international sensitivity
  • Take on CFR/Overall CFR role
  • Provides hands-on leadership in achieving business objectives, ensuring maximum performance and adherence to service standards
  • Works closely with internal departments such as Training, Marketing, and Operations to roll out new initiatives, programs, products, systems, automation enhancements, sales techniques, brand, destinations
  • Oversee Customer and Consumer support daily operations to ensure that tasks and projects are completed on-time and with attention to detail and quality
  • Responsible for monitoring the call center to ensure they meet and exceed service level agreements
  • Acts as liaison with internal Technology teams to resolve systems issues
Qualifications for customer operations manager
  • Bachelor’s degree in Business or other related field or trade off in related professional experience
  • 6-8 years of experience in customer service, administration or operations, preferably in the financial services and/or insurance industry
  • Ability to communicate at all levels with clarity and precision, both written and verbal Ability to adapt in a changing work environment
  • Advanced knowledge of the sales order process, thorough understanding of Supply Chain/Logistics and Operations
  • Proficient in Microsoft Office Products, JDE, SAP, Showcase, and Business Warehouse
  • Fiduciary responsibility for ongoing operations including cost management, accounts receivable and gross margin
4

Customer Operations Manager Job Description

Job Description Example
Our company is growing rapidly and is searching for experienced candidates for the position of customer operations manager. Please review the list of responsibilities and qualifications. While this is our ideal list, we will consider candidates that do not necessarily have all of the qualifications, but have sufficient experience and talent.
Responsibilities for customer operations manager
  • Verifies accuracy and completeness of assigned staff's work, identifying, and addressing training opportunities as appropriate
  • Manages bank conversions as they pertain to assigned units
  • Supports and assists with the implementation of company policies, procedures, and practices
  • Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, Brand Safety
  • Leading diverse teams in a highly professional and specialized work environment
  • Accurately assess talent, manage and motivate teams
  • Present information to all levels of the organization
  • Exhibit analytical skills and manage multiple people and priorities at a given time
  • Be a strategic thinker and influencer in relation toagile development and lean innovation of tactical initiatives
  • Create commercial edge – identify trends within segments for new experiences or enhancements for existing ones
Qualifications for customer operations manager
  • Identifies emerging or new business opportunities within the existing contract scope and collaborates with Customer on development
  • Ability to adapt and change processes to keep pace with the evolving business requirements Strong technical skills included but not limited to Microso
  • Knowledge of Microsoft Office to include Word, Excel, Outlook
  • Proven track record of experience with customer success and/or managing operations for fast growing teams
  • Five years of related experience, preferably in field instrumentation and flow measurement
  • Must have demonstrated ability to work effectively in a Matrix organization
5

Customer Operations Manager Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of customer operations manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for customer operations manager
  • Great attitude and a collaborative team player
  • Experience in store operations ideally in a similar environment
  • Acute attention to detail with ability to multi-task and work in a flexible environment
  • Is a self-starter / self-directed
  • 5+ years’ experience in store operations preferably in a similar role or as an Operations Manager in a store
  • Excellent observation and analytical skills
  • Intuitive thinker
  • Manage the day-to-day service operations of the installation, delivery and deployment of technical resources within a Data Center
  • Oversee documentation of issue, action plan and outcome and distribution within area of responsibility
  • Build bench strength and lead succession planning for area of responsibility by identifying, developing and promoting high potential talent
Qualifications for customer operations manager
  • Must be able to relocate to Costa Rica
  • Must be fully bilingual in Spanish/English and have some basic knowledge of Portuguese
  • Five years of progressively more complex and responsible related work experience
  • A Bachelors degree in business, marketing or related field or equivalent combination
  • Of formal education and directly related experience is required
  • Native Japanese, and Business English language ability a must

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