Customer Operations Supervisor

    • Full-Time
  • Newtown Square, PA, USA
  • 65,000-75,000

Customer Operations Supervisor

Role Profile Summary

Entry-level leader accountable for managing the day-to-day operations of the Customer Care area in a high-volume multi-channel service center environment, including workload planning, resource allocation, scheduling, and adjustment of resources across a diverse set of tasks, to achieve consistent delivery against service level objectives. Develop and implement service standards and processes to improve service performance and customer satisfaction, and ensure attainment of all established objectives for the department and the organization.

Role Profile Description

  • Ensure and oversee support for assigned customer segments (ex. B2B) through various channels while effectively managing customer expectations and meeting service level agreements
  • Lead and direct the Customer Operations team to support customer needs (ex. B2B, individual members, groups).
  • Serve as liaison between teams supporting customer needs and initiatives, providing project-related information to direct reports to ensure its application to day-to-day operations.
  • Identify and raise functionality needs and concerns relevant to Customer Care during the implementation phase of projects that may impact Customer Care or customers directly.
  • Collaborate and build strong relationships with the Organization Markets team to build cross-team effectiveness and ensure strong teamwork, collaboration, and excellent service delivery.
  • Effectively drive business initiatives in support of growth strategy to achieve maximum profitability & growth.
  • Identify opportunities for automation and standardization across all functions, with a focus on continuous improvement through service & operations excellence.

Experience and Qualifications

  • Bachelor’s degree in business or other relevant field. Equivalent work experience may be considered
  • Minimum of 3 years of work experience in Customer Service or related field
  • Minimum of 3 years of leadership experience
  • Minimum of 2 years of operations, inside sales, or strategy experience in B2B or B2C environment.
  • Deep knowledge of industry standards in Customer Service and/or operations environments.
  • Demonstrated experience with new and emerging digital communication platforms.
  • Able to influence key stakeholders, internally and externally
  • Strong verbal/written communication, collaboration, presentation and negotiation skills to lead a diverse team providing support for key business initiatives and stakeholders.
  • Capable of building strong professional relationships with ability to influence all levels across the organization.
  • Experience leading teams in an agile, dynamic customer-centric project environment.
  • Proficiency in business language (English) (required)

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