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Manager, Service Operations (Back Office) - Remote

Posted 9 weeks ago

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.

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