Operations Manager: CX Lead & Process Excellence (Onsite 3 days)

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

Benefits offered by this job

Health insurance

Vision benefits

Dental coverage

PTO

Paid Holidays

Sick leave as required by law

Job summary

Piper Companies is seeking an Operations Manager in the Raleigh-Durham Area. The role is hands-on and requires 3 days onsite in Durham, NC, with work hours from 9:00 AM to 6:00 PM.

This position collaborates across departments to maintain top-tier customer experience and operational efficiency. Ideal candidates will have a Bachelor’s degree and 3+ years of managerial experience in a contact center, insurance, or financial services setting, plus strong leadership and communication skills to

Qualifications

• Demonstrated leadership ability with strong communication skills.
• Experience managing multiple priorities in a fast-paced environment.
• Experience in contact center, insurance, or financial services preferred.

Responsibilities

• Lead daily operations by overseeing contact center performance and ensuring high-quality customer experience.
• Resolve escalated issues by coordinating across departments and driving improvements.
• Develop team talent through coaching, mentoring, and hiring support.
• Drive operational excellence by monitoring industry trends and defining metrics.
• Ensure compliance by reviewing processes and adhering to regulations.

Skills

Leadership

Communication

Prioritization

Education

Bachelor’s degree

Job description

Piper Companies is seeking an Operations Manager in the Raleigh-Durham Area. The role is hands-on and requires 3 days onsite in Durham, NC, with work hours from 9:00 AM to 6:00 PM.

This position collaborates across departments to maintain top-tier customer experience and operational efficiency. Ideal candidates will have a Bachelor’s degree and 3+ years of managerial experience in a contact center, insurance, or financial services setting, plus strong leadership and communication skills to