Manager, Customer Operations Job Description

Manager, Customer Operations Job Description

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Manager, customer operations provides direction, leadership and support innovation to ensure compliance with all policies and work practices pertaining to safety, environmental, legal requirements, vehicle and equipment maintenance and work practices.

Manager, Customer Operations Duties & Responsibilities

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

Sample responsibilities for this position include:

Drive and support quality and data integrity across all areas of the British Gas ecosystem including data ingestion/absorption of data from new sources, by third-party suppliers
Enable the team to meet and exceed metrics expectations
Help develop new, refine existing fan supporting processes for Customer Operations
Support and communicate service metrics and reports, including monitoring and analyzing results implementing changes where necessary
Actively respond to escalations for both Publisher and Demand clients relating to integration issues, discrepancies, blanks, lost impressions, Iframes
Manage and develop client relations through the full life-cycle of the account — presales support, onboarding, ongoing account management, monthly/quarterly business reviews
Optimize, track and analyze performance
Hire, manage, mentor, and coach individuals within assigned teams make promotional recommendations
Responsible for all financial reporting related to the account to Head of Operations and financial management
Responsible to hold the budget allocation and check and control the usage of the services budget

Manager, Customer Operations Qualifications

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

Licensing or Certifications for Manager, Customer Operations

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

Education for Manager, Customer Operations

Typically a job would require a certain level of education.

Employers hiring for the manager, customer operations 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 Manager, Customer Operations

Desired skills for manager, customer operations include:

Our business and the retail environment and it to evolve store strategies to help meet goals
Equipment
Maintenance practices
Regulatory compliance and materials
Steam operating practices
Work methods
Construction standards
Electric
Gas
Company labor agreements to ensure proper negotiation and implementation of work rules

Desired experience for manager, customer operations includes:

Coordinate with Operations, Capacity Planning and Finance teams across the global CS team to analyze historical data and forecast demand
Lead and manage a team of Workflow Analysts
Responsible to keep each services project margin under control and set up governance to keep track of the financials of the services part
Facing the customers operations and delivery execution level
Responsible to track customer satisfaction index and plan activities to improve it
Create and manage the service governance internally and towards to customer

Manager, Customer Operations Examples

1

Manager, Customer Operations Job Description

Job Description Example
Our growing company is looking for a manager, customer operations. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer operations
  • Manages at least 1 full time exempt manager
  • Directing all policy for operations
  • Assuring third party contractors perform duties according to the customer's and the Company's specifications and schedule
  • Assuring that all teammates/contractors adhere to contract safety and quality procedures
  • Working within the guidelines established for all purchasing and establishing and monitoring additional purchasing techniques that will result in cost savings to the customer and the Company
  • Performing all other duties as assigned or requested
  • Support the strategy, execution and development of the continuous improvement of Data Management and the Insight Data Platforms across UK Business, to fulfil business strategies, improve operational efficiencies, reduce costs and increase value generation from the data asset
  • Collaborate closely with the Data Strategy Manager to drive the implementation of the longer term data capabilities into Data Operations as a BAU process
  • Support the definition of our data collection strategy
  • Deliver efficient and effective data operations, systems and processes, ensuring relevant and required data is available all relevant users
Qualifications for manager, customer operations
  • Proven track record of making customers successful
  • Aptitude to influence and to be persuasive / expertise at facilitating discussion
  • Experience thinking through problems creatively and analytically
  • Comfortable working with people at different levels, from support agents, sales people, to solution architects to senior level executives
  • BS or BA in a technical or business discipline preferred
  • Able to work under pressure in a calm and patient manner
2

Manager, Customer Operations Job Description

Job Description Example
Our company is hiring for a manager, customer operations. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer operations
  • Coordinates customer support sponsored improvement efforts
  • Leads metrics definition, identification, collection, and verification for division service level management activities
  • Manages monthly and quarterly service level management reporting for all IT&S division functions
  • Conducts follow-up surveys and periodic quality reviews of Customer Support
  • Develops support strategies for new division-specific products under development
  • Compiles enhancement requests and helps customers prioritize requests for division-specific product development
  • Manages the division service desk and service desk personnel in the absence of the Customer Support Director
  • Takes calls approximately 10-20 percent of the time and/or as needed
  • Develops benchmark measures for service desk and customer service performance and establishes annual service desk team objectives
  • Ensures maintenance of service desk and end user documentation
Qualifications for manager, customer operations
  • 5+ years Customer Service experience with focus in leadership, process improvement
  • Run the operational trader payment process, ensuring that trader payments are made on time, within controls agreed with finance and remittances are sent to the right teams at the right team
  • Coordinates incident and request escalations to ensure that they are handled professionally and in a timely manner
  • Participates in customer support resource planning activities
  • Develops a complete understanding of division and facility service desk needs, impact of service desk changes
  • Establishes and maintains strong relationships with division and facility leaders, IT&S leaders, vendors, and staff
3

Manager, Customer Operations Job Description

Job Description Example
Our growing company is searching for experienced candidates for the position of manager, customer operations. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for manager, customer operations
  • Coordinates with the country CSQs in the formulation and implementation of improvement action plans
  • Coordinates with customer’s on escalated cases and quality issues
  • Leads in resolving corrective actions and continuously drives analysis and solutions of customer feedbacks and complaints in coordination with Team Leaders, Supervisors of all internal groups
  • Manage the customer satisfaction related to Quality performance to delight Customer more than expectations
  • Identify customer for potential 6 sigma projects and other methodology for continuous improvement of product
  • Responsible for closure of all cases by effective actions
  • Proven experience in managing complex project implementations
  • Global Customer Operations
  • Participate in bi-monthly Creative Production & Procurement meetings to represent Global businesses, ensure feasibility of execution and budget compliance
  • Support planning, logistics, budgeting and communication of International Store Manager Conference(s)
Qualifications for manager, customer operations
  • Support team to remove barriers, resolve conflict, and drive for accountability
  • Actively recruit and identify qualified talent
  • Extensive knowledge of Excel and PowerPoint is required
  • Candidate must possess at least a Bachelor's/College Degree , Post Graduate Diploma / Master's Degree, Professional License (Passed Board/Bar/Professional License Exam), Post Graduate Diploma / Master's Degree, Engineering (Others) or equivalent
  • Preferably Assistant Manager / Managers specializing in Quality Control/Assurance or equivalent
  • Operations Management / Continuous Improvement
4

Manager, Customer Operations Job Description

Job Description Example
Our innovative and growing company is looking to fill the role of manager, customer operations. Thank you in advance for taking a look at the list of responsibilities and qualifications. We look forward to reviewing your resume.
Responsibilities for manager, customer operations
  • Work to resolve all complaints within SLA - internal, social media, and regulatory
  • Track/trend and present complaint trends back to the business
  • Provide policy and procedures for the team to work within
  • Advocate for the Customer and resolve all complaints
  • Manages, develops, coaches, and motivates an assigned team
  • Ensures the consistent adherence to and delivery of Human Resources/Company policies, practices and principals
  • Ensures performance and strategic plans are executed properly
  • Enforces adherence to budget
  • Directs efforts to research and identify sources of issues and resolutions
  • Evaluates staffing ratios and issues effecting attrition/retention
Qualifications for manager, customer operations
  • Compile and communicate results for key initiatives (Mystery Shopping, Leather Services )
  • Manage the delivery to agreed metrics
  • Business Japanese fluency is a MUST
  • PMP or PRINCE2 certifications
  • Deep knowledge of Sales Process and PRPOS-C model
  • Must be a results-driven leader
5

Manager, Customer Operations Job Description

Job Description Example
Our company is growing rapidly and is hiring for a manager, customer operations. 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 manager, customer operations
  • Establish and own short- and long-term goals/KPIs based on business goals, strategy, customer feedback and operational data for new digital/non-digital initiatives
  • Share and embed best practice principles in an integrated way within the UK business and the wider B2B group
  • Serve as ambassador for ReadyRefresh brand in the marketplace by ensuring all branch personal maintain high standards of service and professionalism when interacting with customers
  • Responsible for the planning and realization of sales in the district and the execution of projects and services ensuring maximizing customer satisfaction
  • Ensures high level of team work and engagement levels by reviewing business balance scoreboard KPI’s of the district with the District Manager on a monthly basis
  • Monthly meeting with the District Manager and the Regional Customer Services & Operations Manager to review and agree the rolling forecast and latest view
  • Ensure that the order realization process and the service delivery processes in the district are executed according to plan and in line with the blueprint processes
  • Create and execute action plans to improve the operations district KPI’s
  • Collaborate with Care Process Improvement team to understand operational impact drivers of issues to ensure contact center consistency, process alignment, and innovation make recommendations for process/performance improvements
  • Maintain / improve business reporting process
Qualifications for manager, customer operations
  • Achievement drive and initiative
  • Good level of cross-cultural competency and interpersonal understanding
  • Relevant working experience (preferably at management levels) with Commercial teams and customer facing roles
  • Owns the responsibility for continuous improvement activities in financial, quality
  • Provides leadership and support to the team to explore, identify and implement new
  • Or revised processes and tools required to ensure successful execution of required

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