Senior Customer Operations Manager

Description

Job Summary: We are seeking a Senior Customer Operations Manager to lead service operations, optimize processes, and develop high-performing teams, ensuring a consistent, results-oriented customer experience. Key Highlights: 1. Lead customer service, support, and customer experience operations. 2. Optimize processes and develop high-performing teams. 3. Promote automation and digitalization of customer service processes. About the Role Do you have experience leading customer service, support, and customer experience operations, optimizing processes, and developing high-performing teams? At **TresA Digital Operations and Business Solutions**, we are looking for a **Senior Customer Operations Manager** to lead service operations and ensure a consistent, efficient, and results-oriented customer experience. The selected candidate will be responsible for customer service and support teams, service metrics, operational processes, escalations, productivity, quality, and continuous improvement. We seek a professional with solid experience in **Customer Operations, Customer Service, Customer Experience, Service Delivery, KPIs, SLAs, and team leadership**. Key Responsibilities * Lead daily operations related to customer service, support, and customer care. * Supervise customer service, support, and operations teams. * Define and monitor KPIs, SLAs, and customer experience metrics. * Ensure compliance with quality, productivity, and response time standards. * Manage escalations and critical cases. * Identify opportunities to improve processes and customer experience. * Lead continuous improvement and operational efficiency initiatives. * Analyze trends, volumes, handling times, and contact drivers. * Coordinate capacity planning, staffing, and operational scheduling. * Collaborate with commercial, technology, product, and administrative teams. * Prepare executive performance and customer experience reports. * Oversee complaint handling, request management, and issue resolution processes. * Manage external vendors or third-party services related to customer support. * Design and improve service procedures, protocols, and workflows. * Promote automation and digitalization of customer service processes. * Participate in CRM, omnichannel, and digital transformation projects. * Develop leadership capabilities within the team. * Foster a customer-centric and continuous improvement culture. Requirements * Bachelor’s degree in Business Administration, Engineering, Business, Operations, or related fields. * Solid experience in customer operations, customer service, customer experience, or similar functions. * Experience leading customer service or support teams. * Proficiency in KPIs, SLAs, and operational metrics. * Experience managing continuous improvement processes. * Ability to analyze data and translate insights into concrete actions. * Experience managing escalations and complex situations. * Leadership, communication, and problem-solving skills. * Ability to manage multiple priorities. * Proficiency in Microsoft Excel and reporting tools. It is not necessary to meet all requirements exactly. If you have strong experience leading customer operations and can demonstrate improvements in service, productivity, or customer experience, we want to learn more about your profile. Preferred Qualifications * Experience with CRMs such as Salesforce, HubSpot, Zendesk, or similar platforms. * Proficiency in Business Intelligence tools. * Experience with Power BI. * Knowledge of Customer Experience and Voice of Customer methodologies. * Experience in omnichannel operations. * Knowledge of workforce management. * Experience in contact centers, BPOs, or digital services. * Familiarity with Lean, Six Sigma, or other continuous improvement methodologies. * Experience in process automation. * Professional English proficiency is preferred. Salary: $2\.300\.000 \- $4\.000\.000 per month Work Location: On-site employment