Manager Consumer Service Operations

The Customer Service Manager is responsible for leading, developing, and optimizing the end‑to‑end customer service operation. This role ensures operational excellence, delivers outstanding customer experiences, manages day‑to‑day performance, and drives strategic initiatives that improve quality, efficiency, and satisfaction. The CS Manager partners closely with cross‑functional teams, vendors, and market leaders to champion customer‑centricity and continuous improvement.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and coach a high‑performing customer service team (in‑house and/or outsourced).
• Foster a culture of accountability, collaboration, and customer‑first mindset.
• Define individual and team performance goals and ensure delivery against KPIs and SLAs.
• Oversee workforce planning, scheduling, and capacity management.

Operational Excellence