Manager Consumer Service Operations

Position Summary

The Customer Service Manager is responsible for leading, developing, and optimizing the end‑to‑end customer service operation. This role ensures operational excellence, delivers outstanding customer experiences, manages day‑to‑day performance, and drives strategic initiatives that improve quality, efficiency, and satisfaction. The CS Manager partners closely with cross‑functional teams, vendors, and market leaders to champion customer‑centricity and continuous improvement.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and coach a high‑performing customer service team (in‑house and/or outsourced).
• Foster a culture of accountability, collaboration, and customer‑first mindset.
• Define individual and team performance goals and ensure delivery against KPIs and SLAs.
• Oversee workforce planning, scheduling, and capacity management.

Operational Excellence

• Manage day‑to‑day operations across all customer touchpoints (phone, chat, email, social, etc.).
• Ensure consistent adherence to operational processes, quality standards, and compliance requirements.
• Monitor service performance dashboards and drive actions for continuous improvement.
• Partner with Contact Center vendors to optimize performance, cost, and customer experience.

Customer Experience & Quality

• Analyze customer insights, VOC (Voice of Customer), and root-cause data to identify trends and opportunities.
• Lead initiatives that reduce customer effort, improve quality, and enhance satisfaction and NPS.
• Ensure customer escalations are addressed promptly, effectively, and with empathy.

Strategic Planning & Improvement Initiatives

• Develop and execute operational strategies aligned with business goals.
• Lead and contribute to process improvement projects, automation initiatives, and digital transformation.
• Support implementation of new tools, systems, and workflows.
• Prepare and communicate operational updates, business cases, and performance narratives to leadership.

Cross‑Functional Collaboration

• Work closely with Product, Logistics, Sales, Marketing, and Technology teams to resolve systemic issues and improve end‑to‑end customer journeys.
• Provide data‑driven recommendations that influence business decisions.
• Serve as a key stakeholder in governance forums related to service performance and experience.