Senior Customer Service Operations Manager

Assa Abloy Ab; Austin (TX); Hybrid; USD 90,000 - 115,000; Full time

Benefits offered by this job

Competitive salary

Benefits & annual leave

Inclusive culture

Career development opportunities

Job summary

HID Global, a leader in security technology, is seeking a Customer Service Manager II in Austin, TX to lead the Customer Operations teams. You will manage daily operations, drive SLA and CSAT metrics, and escalate critical issues while developing a high-performing, cross-functional team.

You’ll partner with Sales, Operations, Finance, and Product to resolve issues, forecast capacity, and implement process improvements that enhance customer experience and operational efficiency.

Qualifications

• Bachelor’s degree or equivalent combination of education and professional experience.
• Five+ years of experience in customer service, order management, account operations, or customer support.
• Three+ years of experience leading, coaching, and developing teams.
• Experience managing a measurable service operation within a B2B, industrial, technology, manufacturing, or distribution environment.
• Demonstrated success in coaching and developing employees to achieve performance and service goals.
• Proven ability to manage and resolve strategic account escalations while maintaining strong customer relationships.
• Strong data analysis and reporting skills with the ability to drive decisions through metrics and insights.
• Experience with capacity planning, workload forecasting, and resource optimization.

Responsibilities

• Lead daily customer operations, forecasting capacity, prioritizing work, and ensuring timely responses.
• Own key performance metrics: SLA, backlog aging, CSAT, first-contact resolution, and case/order accuracy.
• Serve as senior escalation point for order status, pricing, freight, billing, and delivery issues.
• Coach and develop team members through regular feedback and performance improvement plans.
• Monitor queue health, staffing, schedule adherence, and capacity to mitigate service risks.
• Recruit, onboard, train, and cross-train team members for a high-performing support organization.
• Lead quality audits, root-cause analysis, and corrective actions for continuous improvement.
• Collaborate with Sales, Operations, Supply Chain, Finance, Quality, and Product teams to resolve issues.
• Translate customer insights into actionable process improvements.

Skills

Customer service management

Team leadership

Data analysis

Capacity planning

Cross-functional collaboration

Process improvement

Multi-site leadership

Education

Bachelor's degree or equivalent

Tools

Salesforce

Oracle

Job description

HID Global, a leader in security technology, is seeking a Customer Service Manager II in Austin, TX to lead the Customer Operations teams. You will manage daily operations, drive SLA and CSAT metrics, and escalate critical issues while developing a high-performing, cross-functional team.

You’ll partner with Sales, Operations, Finance, and Product to resolve issues, forecast capacity, and implement process improvements that enhance customer experience and operational efficiency.