Customer Operations Leader - Service Excellence

The Regents of the University of California on behalf of their Los Angeles Campus; United States; On-site; USD 90,000 - 150,000; Full time

Job summary

The Regents of the University of California on behalf of their Los Angeles Campus is seeking a Customer Operations Manager to provide strategic leadership over the Customer Excellence Team, overseeing order management, billing inquiries, and account assistance to ensure an exceptional end-to-end customer experience.

This role collaborates with Finance, Sales, Customer Success, and Technical Support, develops processes, and mentors staff to deliver first-contact resolution and continuous service

Qualifications

• Bachelor's degree or 10+ years of call center ops management experience.
• Proven leadership of customer service teams and service standards.
• Strong forecasting and workforce planning capabilities.
• Experience implementing performance metrics and policies.
• Hands-on with Talkdesk, Intercom, Salesforce, NetSuite and billing tools.

Responsibilities

• Lead the Customer Excellence Team to deliver outstanding service.
• Oversee order management, billing support, and issue resolution.
• Set and monitor service standards and KPIs for customer care.
• Coordinate with Sales, Finance, and Success teams for order provisioning.
• Mentor staff, drive continuous improvement, and optimize workflows.

Skills

Call center ops

Workforce management

Leadership & coaching

Cross-functional collab

Analytical thinking

Customer service excellence

Education

Bachelor's degree

10+ years experience

Tools

Talkdesk

Intercom

Salesforce

NetSuite

Staxbill

Job description

The Regents of the University of California on behalf of their Los Angeles Campus is seeking a Customer Operations Manager to provide strategic leadership over the Customer Excellence Team, overseeing order management, billing inquiries, and account assistance to ensure an exceptional end-to-end customer experience.

This role collaborates with Finance, Sales, Customer Success, and Technical Support, develops processes, and mentors staff to deliver first-contact resolution and continuous service