Operations Manager

Compass Experience Labs; United States; Remote; USD 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a dedicated Operations Manager to enhance client relationships and optimize customer support operations. This role involves managing multiple client accounts, ensuring performance metrics are met, and leading a remote workforce. The ideal candidate will possess strong communication skills and a knack for process improvement. With a commitment to exceptional customer service, this company offers a dynamic environment where innovation thrives and team collaboration is key. Join a forward-thinking team that values growth and excellence in customer care.

Benefits

Training and career development opportunities

Flexible schedules

Work from home options

Competitive wages

Paid time off

Paid holidays

Qualifications

• 5-10 years in customer support management in a call center.
• Strong expertise in industry platforms like Zendesk and Gorgias.

Responsibilities

• Manage multiple client accounts and ensure KPIs are met.
• Lead weekly client meetings and handle escalations effectively.

Skills

Customer Support Management

Client Communication

Process Optimization

Mentorship

Remote Workforce Management

Negotiation Skills

Performance Reporting

Education

Associates Degree in Business

Bachelor's Degree in Business

Tools

Zendesk

Gorgias

Kustomer

Gladly

Microsoft PowerPoint

Google Slides

Job description

Career Opportunities with Compass Experience Labs

A great place to work.

Careers At Compass Experience Labs

Current job opportunities are posted here as they become available.

We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eComm industry. When they couldn’t find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more! If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

OPERATIONS MANAGER

The primary role of an Operations Manager is to facilitate communication between our clients and our internal business, making sure that both the client and our internal team are set up for success. Operations Managers add value wherever they can. Ensuring their account is managed in an effective manner, scaling up to the clients' request, and finding solutions for pain points that Compass has the expertise in.

Responsibilities:

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts.
• Ensure your account(s) are meeting client KPIs and service level expectations that are in our control
• Ability to identify process gaps & streamline/optimize operations as part of continuous improvement
• Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc.
• Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
• Be the main point of contact for all client escalations
• Adhere to an internal reporting cadence to help oversee the performance of your team and client
• Promote growth of skills and performance improvement through mentorship of Program Leads, Team Leads and Customer Support Associates
• Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
• Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
• Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc.
• Manage P&L to maximize margin and grow the account
• When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
• When applicable, onboard new clients through coordination with sales, recruiting, and operations
• Other duties as assigned by the VP of Client Operations

Qualifications, Requirements and Characteristics:

• Minimum Associates Degree in a business or related field. Bachelor's degree preferred.
• Minimum 5-10 years of experience managing or supervising customer support representatives in a call center operations environment
• Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference
• Experience with Microsoft PowerPoint and/or Google Slides preparing and presenting Client business reviews.
• Ability to be a balanced advocate for your team, the client, and Compass
• Excellent written and verbal communication skills and a professional demeanor
• Experience managing a remote workforce

Availability:

• Full Time 40 hours per week
• Open availability to include weekdays, weekends, nights, and holidays

WHAT WE OFFER

• Training and career development opportunities
• Flexible schedules and work from home
• Competitive wages
• Paid time off and paid holidays
• The opportunity to work with the best teams, supporting some of the best online brands!

THINK YOU MIGHT WANT TO JOIN US?

Online retailing is in growth mode, and so are we. We’re committed to providing the highest level of service to build momentum for the brands we partner with, and growth opportunities for our people. We’re not just warm bodies in seats. We’re always moving forward and looking for ways to provide purposeful customer service in order to create loyal customers for brands.

If you believe in great customer service, Compass is the place for you! We foster an inclusive environment where everyone is encouraged to keep growing. We believe that hard work, accountability, and innovation will set us apart -- and teamwork will keep things running smoothly.