Operations Manager Role

Sienna Charles; Italia; Remoto; EUR 60.000 - 80.000; Tempo pieno

Descrizione del lavoro

A premier luxury lifestyle company in Italy is seeking a hands-on Customer Service Director to lead and improve their customer service function. This role involves overseeing the CS team, refining standard operating procedures, and handling escalations to ensure an exceptional luxury client experience. The ideal candidate will have a strong background in leadership and problem-solving within customer service environments.

Competenze

• Experience in leading customer service teams.
• Ability to handle escalations effectively.
• Strong skills in auditing service quality.

Mansioni

• Lead and coach the CS team for high-quality support.
• Handle escalations directly to resolve issues quickly.
• Audit service quality and implement necessary corrections.
• Update SOPs for consistent high standards.

Conoscenze

Leadership

Problem-solving

Process improvement

Client support

Descrizione del lavoro

Summary

Sienna Charles, a premier luxury lifestyle company featured in Forbes is seeking a hands‑on Customer Service Director to lead and elevate our entire CS function. This is a producer role for someone who builds systems, improves processes, solves problems quickly, and drives consistent performance across a team. You will lead the CS team, refine SOPs, handle escalations, and create scalable workflows that support a high‑touch luxury client experience.

Key Responsibilities

Customer Service Leadership

• Lead and coach the CS team day‑to‑day and ensure high‑touch, accurate client support.
• Handle escalations directly and resolve issues quickly.
• Audit service quality and correct gaps immediately.
• Update and enforce SOPs so the team operates consistently at a high standard.

Operational Execution

• Translate the CEO’s vision intoApply now and work remotely at Sienna Charles