Senior Customer Operations Manager

Record UK Ltd; Austin, Northern (TX, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary

Benefits and annual leave

Inclusive culture

Career development opportunities

Job summary

HID Global in Austin, Texas, is seeking a Customer Service Manager II to lead the Customer Operations teams supporting order management, case resolution, and service for commercial and strategic accounts. You’ll own key performance metrics, forecast capacity, and ensure timely, accurate customer responses.

You will coach and develop teams, monitor queue health, partner with Sales, Operations, and Finance, and drive continuous improvement through data analysis and process optimization.

Qualifications

• Five or more years of experience in customer service, order management, or related field.
• Three or more years of experience leading, coaching, and developing teams.
• Strong data analysis and reporting skills to drive decisions.

Responsibilities

• Lead daily operations, forecast capacity, and manage team coverage.
• Own performance metrics such as SLA, backlog, CSAT, and first-contact resolution.
• Coach team members through feedback and performance improvement plans.
• Collaborate with Sales, Operations, Finance, and Product to resolve issues.

Skills

Five+ years in customer service

3+ years leading teams

Capacity planning

Forecasting

Data analysis

Cross-functional collaboration

Experience with CRM/ERP (Salesforce/OR

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Oracle

Job description

HID Global in Austin, Texas, is seeking a Customer Service Manager II to lead the Customer Operations teams supporting order management, case resolution, and service for commercial and strategic accounts. You’ll own key performance metrics, forecast capacity, and ensure timely, accurate customer responses.

You will coach and develop teams, monitor queue health, partner with Sales, Operations, and Finance, and drive continuous improvement through data analysis and process optimization.