Customer Operations Manager

The Customer Operations Manager focuses on front-of-the-house processes, customer service, and maximizing revenue as a leader on the Customer Operations team. This role directs processes and activities of frontline employees while assisting the Senior Customer Operations Manager in overseeing a brand or department.

The Manager provides overall leadership to customer operations employees with responsibility for operating performance, customer satisfaction, positive employee culture, service, budgets, safety, and vendor relations. The position may lead a brand or function depending on location size.

Daily work centers on resolving customer issues to ensure a positive experience while driving sales processes that create a dynamic, customer-focused organization. The role champions productivity improvements through employee involvement and accountability to meet Standards of Work.

The Manager conducts timely performance evaluations, participates in recruiting, and delivers various updates to management. This position requires remaining current on all administrative duties according to company policy while building employee engagement to achieve business results.