Operations Manager, CS

Remote

Senior

Full Time

25 days ago

remotecustomer_experienceoperations_managergamingdigital_marketplace

Requirements

•3–6 years of experience in high-growth operations
•At least 2 years leading large, multi-team structures (30+ people) with accountability for results
•Proven ability to improve key metrics such as FRT, FCR, or CSAT through structural changes
•Strong data analysis skills with ability to diagnose issues and make decisions independently
•Experience in structured coaching and team development
•Resilience and proactivity in evolving operational environments
•Experience in Digital Marketplaces, E-commerce, or Gaming sectors
•Familiarity with tools like Kustomer, Zendesk, or Looker
•Fluent written and spoken English

•Own the end-to-end performance of the customer experience division, including metrics like first response time (FRT), first contact resolution (FCR), and backlog management
•Build and develop a second line of leadership by coaching and developing managers
•Monitor daily queue performance and intervene proactively to prevent backlogs
•Partner with Quality, Automation, and Workforce Management teams to ensure operational tools and training programs are effective
•Participate in strategic capacity planning to ensure proper staffing and scheduling
•Provide data-backed reports and insights to the Head of Operations highlighting risks and successes
•Serve as the escalation point for tough operational issues and represent the division in cross-functional meetings

•Opportunity to join Employee Stock Options program
•Opportunity to help scale a unique product
•Various bonus systems including performance-based, referral, additional paid leave, personal learning budget
•Paid volunteering opportunities
•Flexible work location including office, remote, and opportunity to work and travel
•Personal and professional growth supported by well-defined feedback and promotion processes