Senior Customer Operations Lead: SLA & CSAT

HID Global Corporation; Austin (TX); On-site; USD 85,000 - 120,000; Full time

Benefits offered by this job

Competitive salary

Competitive benefits and annual leave

Inclusive culture

Career development opportunities

Job summary

HID Global Corporation in Austin, TX, seeks a Customer Service Manager II to lead daily operations for order management, case resolution, and customer service across commercial and strategic accounts. You will own service metrics, develop high-performing teams, and collaborate with Sales, Operations, and Finance to protect commitments and enhance the customer experience.

The role emphasizes coaching, process improvements, and data-driven decisions to drive service quality and customer

Qualifications

• Bachelor's degree or equivalent combined education and experience.
• Five or more years in customer service, order management, or account operations.
• Three or more years of experience leading teams.
• Experience managing a measurable service operation in B2B, industrial, tech, manufacturing, or distribution environments.
• Proven ability to coach employees to achieve performance goals.
• Proven ability to manage strategic account escalations and maintain customer relationships.
• Strong data analysis and reporting skills driving decisions by metrics.
• Experience with capacity planning, workload forecasting, and resource optimization.
• Track record of leading cross-functional initiatives and process improvements.

Responsibilities

• Lead daily operations including forecasting capacity and prioritizing work.
• Own key performance metrics like SLA compliance and CSAT.
• Serve as senior escalation point for service issues and risks.
• Coach and develop team members through regular feedback and performance plans.
• Monitor queue health, staffing, and capacity to mitigate risks.
• Recruit, onboard, train, and cross-train team members for a high-performing unit.
• Lead quality audits and root-cause analyses to drive improvements.
• Use CRM/ERP data to track performance and identify trends.
• Partner with Sales, Operations, Supply Chain, Finance, Quality, and Product teams.

Skills

Leadership in customer service

SLA compliance

Data analysis

Cross-functional collaboration

Education

Bachelor's degree or equivalent

Tools

Salesforce

Oracle

ERP systems

Job description

HID Global Corporation in Austin, TX, seeks a Customer Service Manager II to lead daily operations for order management, case resolution, and customer service across commercial and strategic accounts. You will own service metrics, develop high-performing teams, and collaborate with Sales, Operations, and Finance to protect commitments and enhance the customer experience.

The role emphasizes coaching, process improvements, and data-driven decisions to drive service quality and customer