[Remote] Customer Service Operations Manager

Note: The job is a remote job and is open to candidates in USA. Honk is a technology-driven roadside assistance platform that connects enterprise customers with a nationwide network of independent service providers. The Customer Service Operations Manager leads a team responsible for delivering exceptional roadside assistance experiences, ensuring performance, service quality, and customer satisfaction.ResponsibilitiesLead from the front and support the team during periods of high demandLead and develop a team of Operations Supervisors across frontline and escalation functionsOwn performance against key operational metrics, including service levels, quality, customer satisfaction, and productivityProvide leadership and guidance for complex customer and service provider escalationsPartner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomesAnalyze operational data and trends to identify opportunities for improvement and drive corrective actionDevelop and implement process improvements that enhance efficiency, scalability, and service qualityConduct regular performance reviews, coaching, and development discussions with direct reportsCommunicate operational performance, risks, and recommendations to senior leadershipLead operational response during service disruptions, severe weather events, and other high-impact incidentsFoster a culture of accountability, collaboration, and continuous improvement while supporting the team wherever neededSkills5+ years of leadership experience in a customer service, contact center, or operations environmentExperience leading supervisors and developing high-performing customer-facing teamsA customer-first mindset with a passion for delivering exceptional service, especially during complex or escalated situationsStrong analytical and problem-solving skills with the ability to use data to drive decisions and improve performanceProven ability to identify operational challenges, implement process improvements, and drive measurable resultsCalm under pressure and able to make sound decisions in a fast-paced, rapidly changing environmentStrong interpersonal skills with the ability to influence, coach, and collaborate across all levels of the organizationProficiency with Google Workspace and contact center technologiesExperience with workforce management, quality assurance, performance management, and customer experience metricsExperience in roadside assistance, insurance, transportation, logistics, or other service-based industriesCompany OverviewHONK is a roadside assistance platform that provides towing, flatbed towing, exotic car towing, and tire changes. It was founded in 2014, and is headquartered in Los Angeles, California, USA, with a workforce of 51-200 employees. Its website is http://www.honkforhelp.com.