Manager, Customer Operations – Inbound Virtual Contact Center
Description:
• Manage execution across onshore sales and service teams (~50 agents) to ensure front-line agents operate at peak performance
• Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early
• Work closely with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics
• Coach and develop agents through structured coaching, clear feedback, and consistent expectations
• Own day-to-day execution of sales and/or service teams and translate strategic goals into weekly agent-level plans
• Diagnose performance issues at their root and develop action plans addressing people, process, systems, or execution
• Partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and implement system enhancements
• Establish proactive mechanisms to prevent recurring issues and continuously improve customer experience
Requirements:
• 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment
• Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance
• Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes
• Track record of driving performance by managing inputs, not just outcomes
• Comfort working across onshore and offshore teams, ideally in a tech-forward environment
• Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, or Ontario? If not, are you open to relocating?
• Are you legally authorized to work in the U.S. or Canada?
• Will you now or in the future require visa sponsorship?
• Do you have a completed Bachelor's degree?
• Do you have at least 1 year of experience managing a contact center?
Benefits:
• health, dental, and vision coverage
• paid time off
• paid parental leave
• 401(K) plan with employer matching
• wellness benefits
• equity opportunities and potential equity grants
Apply Now
Apply Now
• Manage execution across onshore sales and service teams (~50 agents) to ensure front-line agents operate at peak performance
• Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early
• Work closely with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics
• Coach and develop agents through structured coaching, clear feedback, and consistent expectations
• Own day-to-day execution of sales and/or service teams and translate strategic goals into weekly agent-level plans
• Diagnose performance issues at their root and develop action plans addressing people, process, systems, or execution
• Partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and implement system enhancements
• Establish proactive mechanisms to prevent recurring issues and continuously improve customer experience
Requirements:
• 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment
• Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance
• Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes
• Track record of driving performance by managing inputs, not just outcomes
• Comfort working across onshore and offshore teams, ideally in a tech-forward environment
• Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, or Ontario? If not, are you open to relocating?
• Are you legally authorized to work in the U.S. or Canada?
• Will you now or in the future require visa sponsorship?
• Do you have a completed Bachelor's degree?
• Do you have at least 1 year of experience managing a contact center?
Benefits:
• health, dental, and vision coverage
• paid time off
• paid parental leave
• 401(K) plan with employer matching
• wellness benefits
• equity opportunities and potential equity grants
Apply Now
Apply Now