Senior Customer Care Operations Manager (UK & US) - Remote

Overview

The Senior Customer Care Operations Manager will oversee outsourced operations to ensure high-performing customer service teams for the UK and US markets, enhancing the customer experience with refurbished devices.

In Short

• Drive customer satisfaction through effective management of BPO partners.
• Lead data analysis and reporting to improve business performance.
• Deliver performance reports to executives on customer care KPIs.
• Identify and implement projects to optimize customer care metrics.
• Provide root cause analysis and action plans for quality improvements.
• Build strong relationships with BPO and training teams.
• Travel abroad approximately 2 weeks per quarter for partner visits.

Requirements

• Fluent in English; French is a plus.
• Experience with BPO partners or customer service.
• 6+ years in operational project management.
• Data-driven with KPI tracking experience.
• Experience in top-tier customer service organizations.
• Collaborative team player with ownership mindset.
• Strong knowledge of the e-commerce industry.
• Experience in a startup environment preferred.
• Solution-oriented with a focus on quick results.

Benefits

• Mission-driven work impacting the planet.
• Hybrid work environment with remote work options.
• Access to mentorship programs and employee resource groups.
• Commitment to diversity, equity, and inclusion in the workplace.