Hybrid Operations Manager — Contact Center Lead

Piper Companies; Durham (NC); Hybrid; USD 80,000 - 100,000; Full time

Benefits offered by this job

Health insurance

Vision insurance

Dental insurance

Paid time off

Paid holidays and sick leave

Job summary

Piper Companies is hiring an Operations Manager for an award-winning company in the Raleigh-Durham Area. The Operations Manager will work closely with other departments in a hands-on managerial role. The role requires 3 days onsite in Durham, NC with typical hours 9AM-6PM.

Responsibilities include leading daily operations in a contact center, resolving escalated issues, coaching staff, and driving improvements while ensuring regulatory compliance and high-quality customer experience.

Qualifications

• Bachelor's degree required and 3+ years of managerial experience.
• Experience in a contact center, insurance, or financial services environment.
• Demonstrated leadership with strong communication and ability to manage multiple priorities.

Responsibilities

• Lead daily operations by overseeing contact center performance and customer experience.
• Resolve escalated issues by coordinating across departments and improving processes.
• Develop team talent through coaching leads and supporting hiring.
• Drive operational excellence by monitoring industry trends and defining metrics.
• Ensure compliance by reviewing withdrawal requests and adhering to contract rules.

Skills

Leadership

Communication

Priorities management

Education

Bachelor's degree

Job description

Piper Companies is hiring an Operations Manager for an award-winning company in the Raleigh-Durham Area. The Operations Manager will work closely with other departments in a hands-on managerial role. The role requires 3 days onsite in Durham, NC with typical hours 9AM-6PM.

Responsibilities include leading daily operations in a contact center, resolving escalated issues, coaching staff, and driving improvements while ensuring regulatory compliance and high-quality customer experience.