Customer Service Operations Manager

1 hour, 48 minutes ago
Full-time
Senior
Customer and Technical Support
HONK

HONK

HONK provides a technology-driven platform that connects drivers with over 35,000 roadside assistance professionals nationwide, offering on-demand services such as towing, tire changes, jump starts, and fuel delivery, all accessible via a mobile app or...

Road & Rail
51-250
Founded 2014
$32M raised

Description

  • Lead and develop a team of Operations Supervisors across frontline and escalation functions.
  • Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity.
  • Provide leadership and guidance for complex customer and service provider escalations.
  • Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes.
  • Analyze operational data and trends to identify opportunities for improvement and drive corrective action.
  • Develop and implement process improvements that enhance efficiency, scalability, and service quality.
  • Conduct regular performance reviews, coaching, and development discussions with direct reports.
  • Communicate operational performance, risks, and recommendations to senior leadership.
  • Lead operational response during service disruptions, severe weather events, and other high-impact incidents.
  • Foster a culture of accountability, collaboration, and continuous improvement while supporting the team as needed.

Requirements

  • 5+ years of leadership experience in a customer service, contact center, or operations environment.
  • Experience leading supervisors and developing high-performing customer-facing teams.
  • A customer-first mindset with a passion for delivering exceptional service in complex or escalated situations.
  • Strong analytical and problem-solving skills with the ability to use data to drive decisions and improve performance.
  • Proven ability to identify operational challenges, implement process improvements, and drive measurable results.
  • Calm under pressure and able to make sound decisions in a fast-paced, rapidly changing environment.
  • Strong interpersonal skills with the ability to influence, coach, and collaborate across all levels of the organization.
  • Proficiency with Google Workspace and contact center technologies.
  • Experience with workforce management, quality assurance, performance management, and customer experience metrics preferred.
  • Experience in roadside assistance, insurance, transportation, logistics, or other service-based industries preferred.

Benefits

  • Remote-first work environment with flexibility to work from anywhere in the US.
  • Opportunity to join a PE-backed company that is scaling quickly.
  • Commitment to inclusivity and an equal opportunity hiring process.
  • Use of AI tools in parts of the hiring process with final decisions made by humans.

Interested in this position?

Apply directly on the company website

Apply Now

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