Senior Customer Operations Manager — SLA & CSAT Leader

Traka Group; Austin, Northern (TX, KY); Hybrid; USD 90,000 - 130,000; Full time

Benefits offered by this job

Competitive salary and rewards package

Benefits and annual leave

Career development opportunities

Vibrant, inclusive culture

Global organization

Job summary

HID Global is seeking a Customer Service Manager II in Austin to lead daily customer operations for commercial accounts. You’ll forecast capacity, prioritize work, manage coverage, and own service metrics such as SLA, CSAT, and backlog health.

You will mentor teams, handle escalations, and drive process improvements using CRM/ERP data. Join a global leader delivering secure access solutions and exceptional customer experiences.

Qualifications

• Bachelor’s degree or equivalent required.
• 5+ years in customer service, order management, or account operations.
• 3+ years leading teams.
• Experience in B2B/industrial/tech environment.
• Strong data analysis and reporting skills.
• Experience with capacity planning and forecasting.
• Experience leading cross-functional initiatives.

Responsibilities

• Lead daily operations, forecasting capacity, prioritizing work and ensuring coverage.
• Own key performance metrics: SLA, backlog aging, CSAT, first-contact resolution, accuracy.
• Act as senior escalation point for order status, pricing, freight, billing, delivery.
• Coach and develop team members through feedback and performance plans.
• Monitor queue health, staffing, schedule adherence, and capacity to mitigate risks.
• Recruit, onboard, train, and cross-train staff to build a high-performing team.
• Lead quality audits, root-cause analysis, and corrective actions for improvements.
• Use CRM/ERP data to track performance and identify trends.
• Partner with Sales, Operations, Supply Chain, Finance, Quality, Product to resolve issues.
• Translate customer insights into actionable improvements and drive process optimization.

Skills

Forecasting capacity

Prioritizing work

Team coaching

SLA management

Data analysis

Cross-functional collaboration

CRM/ERP experience

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Oracle

Job description

HID Global is seeking a Customer Service Manager II in Austin to lead daily customer operations for commercial accounts. You’ll forecast capacity, prioritize work, manage coverage, and own service metrics such as SLA, CSAT, and backlog health.

You will mentor teams, handle escalations, and drive process improvements using CRM/ERP data. Join a global leader delivering secure access solutions and exceptional customer experiences.