Client Services Operations Manager

24 Seven Talent; New York (NY); On-site; USD 90,000 - 130,000; Full time

Job summary

24 Seven Talent is seeking an experienced Client Services Operations Manager to lead a luxury retail brand's client services team across phone, email, chat, and social channels. You will coach staff, drive service quality, and optimize operations to meet performance metrics.

The role emphasizes analytics, cross-functional collaboration with Retail, Operations, Marketing, CRM, and Training, and a relentless focus on improving the customer journey and operational efficiency.

Qualifications

• Minimum of 3 years of leadership experience in Client Services, Customer Experience, or Operations.
• Luxury retail, fashion, beauty, or e-commerce experience strongly preferred.
• Proven experience managing and developing high-performing teams.
• Strong analytical skills with ability to interpret KPIs and performance data.
• Advanced proficiency in Microsoft Excel and Microsoft Office.
• Experience with customer service platforms such as Zendesk, Magento, NewStore, or similar CRM systems.
• Excellent communication, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced, collaborative environment with attention to detail.

Responsibilities

• Lead, coach, and develop a high-performing Client Services team across multiple channels (phone, email, chat, text, social).
• Deliver exceptional client experience by ensuring service quality, meeting metrics, and resolving complex inquiries.
• Monitor performance through reporting, QA, and KPI analysis; implement coaching and process improvements.
• Forecast staffing needs, manage scheduling, and ensure appropriate team coverage.
• Partner with Retail, Operations, Marketing, CRM, and Training to support omnichannel customer experience.
• Resolve delivery, fulfillment, and operational issues with internal partners and third-party providers.
• Maintain and improve client service processes, systems, and training materials.
• Recruit, onboard, and develop team members while fostering a positive, collaborative environment.
• Analyze business performance and identify opportunities to improve service levels and efficiency.

Skills

Leadership experience

Customer experience

Analytical skills

Communication

Organizational skills

Cross-functional collaboration

Tools

Microsoft Excel

Zendesk

Magento

NewStore

Job description

We are seeking an experienced Client Services Operations Manager to lead a high-performing client services team for a luxury retail brand. This role is ideal for a hands-on leader who is passionate about delivering exceptional client experiences, developing teams, and driving operational excellence across multiple customer service channels.

As the Client Services Operations Manager, you will oversee day-to-day client service operations, coach and develop a team, analyze performance metrics, and collaborate cross-functionally to continuously improve the customer journey.

Responsibilities

• Lead, coach, and develop a high-performing Client Services team across multiple communication channels, including phone, email, chat, text, and social media.
• Deliver an exceptional client experience by ensuring service quality, meeting performance metrics, and resolving complex customer inquiries.
• Monitor team performance through reporting, quality assurance, and KPI analysis, implementing coaching and process improvements as needed.
• Forecast staffing needs, manage scheduling, and ensure appropriate team coverage based on business demands.
• Partner with cross-functional teams including Retail, Operations, Marketing, CRM, and Training to support a seamless omnichannel customer experience.
• Resolve delivery, fulfillment, and operational issues while collaborating with internal partners and third-party providers.
• Maintain and improve client service processes, systems, and training materials.
• Recruit, onboard, coach, and develop team members while fostering a positive, collaborative work environment.
• Analyze business performance and identify opportunities to improve service levels, operational efficiency, and client satisfaction.

Qualifications

• Minimum of 3 years of leadership experience in Client Services, Customer Experience, or Operations.
• Luxury retail, fashion, beauty, or e-commerce experience strongly preferred.
• Proven experience managing and developing high-performing teams.
• Strong analytical skills with experience interpreting KPIs and performance data.
• Advanced proficiency in Microsoft Excel and Microsoft Office.
• Experience working with customer service platforms such as Zendesk, Magento, NewStore, or similar CRM systems.
• Excellent communication, organizational, and problem-solving skills.
• Ability to thrive in a fast-paced, collaborative environment while maintaining exceptional attention to detail.

What We're Looking For

• A client-first leader with a passion for delivering exceptional customer experiences.
• Strong people manager who enjoys coaching, mentoring, and developing teams.
• Operationally minded with the ability to balance strategy and day-to-day execution.
• Collaborative professional who works effectively across multiple departments to improve business performance.
• Adaptable, organized, and solutions-oriented with a continuous improvement mindset.

This is an exciting opportunity to join a growing luxury organization and lead a team dedicated to delivering an exceptional client experience while driving operational excellence.