Operations Manager

Position Overview:

The Operations Manager will oversee the day-to-day operations of our Customer Service function, ensuring a high-quality customer experience while driving revenue growth through strategic upselling initiatives. This role requires a results-oriented leader with a strong operational mindset, proven team management skills, and a focus on process optimization and customer engagement.

Key Responsibilities:


+ Lead, mentor, and manage the Customer Service team to deliver exceptional service standards and achieve operational KPIs.

+ Develop and implement processes and workflows to improve efficiency, response times, and resolution rates.

+ Drive upselling initiatives to achieve maximum $/interaction.

+ Analyze performance data to identify trends, optimize operations, and report insights to senior management.

+ Establish and maintain standards for customer satisfaction, quality, and compliance with company polic...