Manager, Service Operations (Back Office) - Remote

Overview

The B2B CS Operations Manager will play a crucial role in enhancing customer satisfaction and optimizing service costs at Hopper, acting as the liaison between the company and third-party call centers.

In Short

• Drive customer happiness and reduce service costs.
• Act as the voice of Hopper within third-party call centers.
• Provide guidance and oversight for service operations.
• Focus on vendor success through workflow assistance.
• Monitor KPIs and conduct gap analysis.
• Ensure regulatory compliance.
• Support both users and agents for a seamless experience.
• Automate processes to enhance customer self-service.
• Collaborate with various teams to improve service delivery.
• Lead initiatives to enhance customer advocacy.

Requirements

• Experience in customer service operations management.
• Strong understanding of B2B service environments.
• Proficient in KPI analysis and workflow management.
• Knowledge of regulatory compliance standards.
• Excellent communication and leadership skills.
• Ability to work collaboratively with vendors and internal teams.
• Experience in gap analysis and process improvement.
• Customer-focused mindset.
• Problem-solving skills.
• Ability to manage multiple priorities effectively.

Benefits

• Opportunity to impact customer satisfaction directly.
• Collaborative work environment.
• Professional development opportunities.
• Competitive salary and benefits package.
• Work with a dynamic team.
• Flexible work arrangements.
• Access to company resources and tools.
• Engagement in innovative projects.
• Supportive company culture.
• Potential for career advancement.