Customer Care Operations Leader: Strategy & KPIs

intelogix; Copperas Cove (TX); On-site; USD 65,000 - 85,000; Full time

Job summary

InteLogix in Copperas Cove, Texas is seeking an operations leader to evolve its customer care organization onsite. You will set targets, drive a high-performing team of agents, and align operations with company goals across processes, tools, and infrastructure.

Responsibilities include leading global roadmaps rooted in SLAs and KPIs, establishing reporting to leadership, managing vendors and SaaS relationships, and driving continuous improvement while staying aligned with budget and P&L for the

Qualifications

• Bachelor's degree or equivalent experience.
• 10+ years in customer care, call center operations, or consulting.
• 10+ years in people management.
• 10+ years in BPO/customer service/call-center.
• Experience presenting to senior leadership and partnering cross-functionally.
• Strong knowledge of CRM, call center software tools, and cloud-based telephony.

Responsibilities

• Lead customer care efforts and build a global roadmap anchored in SLAs and KPIs.
• Establish and evolve reporting on SLAs, KPIs, and insights for leadership.
• Manage customer care vendors and SaaS tool relationships.
• Evaluate systems and processes and implement redesigns to improve KPIs and efficiency.
• Set clear, measurable goals for customer service teams and track progress.
• Oversee deployment of tech and features to improve customer experience and agent efficiency.
• Drive continuous improvement and operational excellence across the site.
• Collaborate with other functions to voice customer insights and anticipated challenges.
• Lead cross-group initiatives to address customer-impacting issues with data-driven business cases.

Skills

Leadership

Analytics

Vendor management

Budgeting

Change management

Strategic thinking

Cross-functional partnering

CRM knowledge

Education

Bachelor's degree

Tools

CRM systems

Cloud-based telephony

Job description

InteLogix in Copperas Cove, Texas is seeking an operations leader to evolve its customer care organization onsite. You will set targets, drive a high-performing team of agents, and align operations with company goals across processes, tools, and infrastructure.

Responsibilities include leading global roadmaps rooted in SLAs and KPIs, establishing reporting to leadership, managing vendors and SaaS relationships, and driving continuous improvement while staying aligned with budget and P&L for the