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Service Operations Manager Outbound

CharterUP

United States

Remote

USD 75,000

Full time

2 days ago

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Job summary

Join a leading company transforming the group transportation industry as a Service Operations Manager, Outbound. You will lead a frontline team to enhance operational performance, ensuring service excellence. This is an opportunity to make a significant impact in a hyper-growth environment with a commitment to innovation and quality.

Benefits

Remote Flexibility

Full Health & Wellness Coverage

15 days PTO

401(k) retirement plan

Company-provided tech setup

Qualifications

Proven experience managing a team's performance in a remote environment.
Strong track record in operational KPI achievement and escalation management.

Responsibilities

Manage a team of Outbound Operations Coordinators focusing on quality and accountability.
Drive operational efficiency through data analysis and performance tracking.
Conduct regular audits to ensure compliance and quality standards.

Skills

Performance Management

Data Analysis

Communication

Coaching

Education

3+ years in operations management or contact center leadership

Tools

Excel

Slack

Sprinklr

Join to apply for the Service Operations Manager Outbound role at CharterUP

About CharterUP. CharterUP is transforming the $30 billion group transportation industry with cutting-edge technology and innovative SaaS software, delivering an industry-leading experience for both customers and operators. Trusted by most Fortune 500 companies, our platform connects users to thousands of charter bus and minibus operators nationwide. In just 60 seconds, customers can access real-time availability, transparent pricing, and detailed vehicle options—whether organizing a corporate event, a company shuttle, or a wedding. By streamlining what was once a fragmented and stressful process, CharterUP brings transparency, accountability, and efficiency to an industry overdue for innovation

With CharterUP, group transportation is no longer a hassle but an elevated, reliable experience. Join us as we lead the future of group travel.

Why Join Us

Innovative Impact: Be part of the team that's revolutionizing group travel, setting new standards in an industry overdue for change.
Growth Opportunities: As a hyper growth company and one of the fastest-growing companies recognized by Inc., there’s no better time to join our dynamic, growth-stage organization.
Driven Team: Collaborate with some of the most driven minds in tech, all while working in a remote-first environment with a tech hub in Austin, TX.
Funding and Stability: Our $60 million Series A funding was just the start—we’re poised for even greater expansion, and you can be part of this exciting journey. CharterUp has achieved this growth profitability and efficiently, ensuring long-term stability.

About The Role

Title: Service Operations Manager, Outbound

Reports to: Sr Manager, Contact Centers

Location: Remote

Schedule: Monday - Friday, 12pm to 9pm EST, rotating weekend and holiday coverage.

CharterUP is seeking a Manager of Service Operations, Outbound to lead our frontline team and drive execution across daily operations. This role is responsible for managing outbound performance, including Marketplace Driver & Vehicle Info collection, trip disruption response, and escalation handling. As both a hands-on operator and strategic partner, you'll drive productivity, improve KPIs, and develop team members to support CharterUP’s growth and service excellence.

What You’ll Do

People & Performance Management

Execute, develop, and support a team of Outbound Operations Coordinators with a strong focus on performance, quality, and accountability.
Conduct monthly 1:1 sessions with each team member, providing documented feedback on individual productivity, transaction quality, escalation handling.
Conduct systematic quality audits of calls, transactions and escalations. Consolidate findings to report on trends, incorporate into monthly performance discussion and provide feedback and coaching to agents.

Tactical Operations Management

Own and oversee daily floor coverage responsibilities—managing compliance, tasking adherence, and in-the-moment operational support.
Monitor Slack channels and actively resolve, assign, or escalate open questions, agent blocks, or unresolved department handoffs.
Review end-of-week reports for each agent, validate against performance metrics, and provide documented feedback on workload completeness.

Process Improvement & Cross-Functional Collaboration

Identify and propose operational improvements through data analysis, frontline observation, and performance metrics.
Lead implementation of new tools and workflows, including training, communication, adoption tracking, and compliance monitoring.
Support internal audits and continuous improvement initiatives by ensuring the outbound team maintains the highest quality and consistency.

What You’ll Bring

3+ years of experience in operations management or contact center leadership, preferably in a logistics, mobility, or B2B SaaS environment.
2-3 years of remote people management experience
Demonstrated success in driving operational KPIs, agent performance, and team engagement.
Experience managing escalations and live operational disruptions with a customer-first mindset.
Strong communication, coaching, and performance development skills.
High comfort level with data analysis and reporting tools (e.g., Excel, Sprinklr, Slack).
Ability to manage shifting priorities in a high-paced environment while maintaining exceptional attention to detail.

Recruiting Process

Step 1 - Video call: Talent Acquisition interview
Step 2 - Video call: Hiring Manager interview
Step 3 - Video call: Team interviews
Step 4 - Offer & reference check
Welcome aboard!

Compensation: : $75,000 USD - $75,000 USD

Benefits & Perks

We take care of our team so you can focus on doing your best work. At CharterUP, you'll get:

Remote Flexibility – Work from any of our 19 live/work states, with role-dependent exceptions
Full Health & Wellness Coverage – 100% of premiums paid for medical, dental, and vision plans for employees - including mental health resources, Teledoc, gym discounts, and family planning benefits
Time to Recharge – 15 days PTO (increases to 20 after 2yrs) + 8 paid holidays so you can actually unplug
Financial Security – Company-provided life insurance, as well as short-term and long-term disability for employees who qualify
Winning Culture – Join a high-performing, fast-paced, and supportive team that wins together
Referral Bonuses – Get rewarded for bringing top talent to the team
Future Planning – 401(k) retirement plan to help you invest in what’s next
Tech Setup – Your choice of Mac or PC laptop, plus monitor, keyboard, and mouse.

CharterUP is an Equal Opportunity/Affirmative Action Employer. We make all employment decisions including hiring, evaluation, termination, promotional and training opportunities, without regard to race, religion, color, sex, age, national origin, ancestry, veteran status, sexual orientation, physical handicap, mental disability, medical condition, disability, gender or identity or expression, pregnancy or pregnancy-related condition, marital status, height and/or weight.

CharterUP candidates and employees must reside in any of the following states; Arizona, California, Colorado, Florida, Georgia, Hawaii, Mississippi, Missouri, North Carolina, New Hampshire, Nevada, New York, Oklahoma, South Dakota, Tennessee, Texas, Utah, Washington, and Wyoming.

Seniority level

Seniority level
Not Applicable

Employment type

Employment type
Full-time

Job function

Industries
Real Estate, Financial Services, and Capital Markets

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