Senior Manager, Customer Success & Operations

Keka HR

Arkansas

On-site

USD 90,000 - 140,000

Full time

14 days+

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Job summary

Zenwork in Fayetteville, AR is seeking a Senior Manager, Customer Success to lead our customer service operation. This hands-on leader will coach frontline supervisors, develop staffing plans, and drive performance across the call center while maintaining high service standards.

You will partner with HR and other leaders, leverage AI and data analytics to monitor metrics, and implement process improvements to enhance customer experience and operational efficiency on a daily basis.

Qualifications

Five or more years of direct experience managing a call center team.
Experience supervising managers and team leads.
Proven ability to coach, manage performance, and drive accountability.
Experience with call center metrics and workforce planning.
Strong leadership and problem-solving skills.
Ability to translate data insights into actions.

Responsibilities

Lead initiatives involving organizational growth, process redesign, AI, automation, or call center technology.
Coach and manage performance of supervisors, team leads, and reps.
Develop staffing and scheduling to align with call volumes.
Monitor service levels, QA, CSAT, first-contact resolution, and turnover.
Use AI-enabled tools to identify trends and take corrective actions.