Customer Experience & Operations Manager

HID Global Corporation; Austin (TX); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive compensation

Career development opportunities

Inclusive culture

Job summary

HID Global Corporation in Austin, TX seeks a Customer Service Manager II to lead order management, case resolution, and customer service for commercial and strategic accounts.

You will own service metrics, backlogs, and customer satisfaction, while building high-performing teams and coordinating with Sales, Operations, Supply Chain, Finance, and Product to resolve issues and improve processes.

Qualifications

• Bachelor's degree or equivalent combination of education and relevant professional experience.
• Five or more years of experience in customer service, order management, account operations, or customer support.
• Three or more years of experience leading, coaching, and developing teams.

Responsibilities

• Lead daily operations, including forecasting capacity, prioritizing work, managing team coverage, and ensuring timely, accurate customer responses.
• Own key performance metrics, including SLA compliance, backlog aging, CSAT, first-contact resolution, and case/order accuracy.
• Serve as the senior escalation point for customer service issues and operational risks related to order status, pricing, freight, billing, and delivery.
• Coach and develop team members through regular one-on-one meetings, quality reviews, ongoing feedback, and performance improvement plans.
• Monitor queue health, staffing levels, schedule adherence, and team capacity to proactively identify and mitigate service risks.
• Recruit, onboard, training, developing, and cross-training team members to build a high-performing and flexible support organization.

Skills

Team leadership

Data analysis

Capacity forecasting

Customer service

Process improvement

Education

Bachelor's degree in business or related field

Tools

Salesforce

Oracle

ERP systems

Job description

HID Global Corporation in Austin, TX seeks a Customer Service Manager II to lead order management, case resolution, and customer service for commercial and strategic accounts.

You will own service metrics, backlogs, and customer satisfaction, while building high-performing teams and coordinating with Sales, Operations, Supply Chain, Finance, and Product to resolve issues and improve processes.