Manager of Service Operations

Become part of an expanding enterprise and spearhead the customer success and satisfaction our call centers throughout the country.

About the Role

We are seeking an experienced and analytical Customer Success Manager (CSM) to oversee and optimize the performance of our customer service operations across multiple branches. This role focuses on ensuring that our call centers (commercial and technical) operate efficiently, meet service standards, and deliver an exceptional customer experience.

The ideal candidate is a data-driven professional with strong communication skills, experience in managing service processes, and the ability to lead improvement initiatives across distributed teams.

Key Responsibilities

Operational Oversight

• Monitor and ensure the smooth functioning of customer service call centers across all company branches.
• Supervise day-to-day service operations, identifying gaps and opportunities for improvement.
• Conduct routine site visits to branches to assess service quality, operational adherence, and workforce effectiveness.
• Serviceability: Review and optimize service processes (SOPs), ensuring that customer support workflows are logical, efficient, and scalable.

Performance & KPI Management

• Define, measure, and analyze key call center KPIs (e.g., SLA, AHT, FCR, CSAT, service levels, productivity metrics).
• Produce operational dashboards, performance reports, and actionable insights for management.
• Lead targeted improvement plans based on data trends and service metrics.

Budget & Resource Management

• Build, manage, and track annual budgets for customer service operations.
• Evaluate staffing levels, workforce costs, and operational expenditures to ensure optimal resource utilization.
• Support forecasting of call volumes, staffing needs, and cost planning.

Process Development & Serviceability

• Create and refine service processes, scripts, workflows, and customer handling procedures.
• Drive standardization of service operations across branches.
• Identify bottlenecks in serviceability processes and lead cross-functional solutions.

Work Plans & Project Execution

• Develop annual and quarterly operational work plans aligned with business goals.
• Manage and lead service-improvement projects end-to-end.
• Collaborate with HR, IT, Operations, and branch managers to ensure successful execution of service initiatives.

Customer Experience & Escalation Handling

• Monitor escalation trends and lead root-cause analysis.
• Implement initiatives to enhance overall customer satisfaction and service delivery standards.

Requirements

Experience

• 3–5+ years of experience in customer service operations, call-center management, NOC or service delivery roles.
• Proven track record of analyzing KPIs and managing performance metrics.
• Experience managing budgets and operational planning.

Skills

• Strong analytical mindset; ability to interpret complex operational data.
• Excellent communication, leadership, and stakeholder-management skills.
• Ability to work independently and manage multiple priorities.
• High proficiency in Excel/Sheets, BI tools (advantage), and CRM/CX systems.

Additional Requirements

• Willingness and ability to travel regularly to company branches.
• Strong service orientation and problem-solving abilities.
• Bachelor’s degree in Business Administration, Industrial Engineering, or a related field (advantage).