Manager, Customer Operations Job Description
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:
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:
Desired experience for manager, customer operations includes:
Manager, Customer Operations Examples
Manager, Customer Operations Job Description
- 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
- 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
Manager, Customer Operations Job Description
- 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
- 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
Manager, Customer Operations Job Description
- 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)
- 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
Manager, Customer Operations Job Description
- 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
- 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
Manager, Customer Operations Job Description
- 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
- 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