Manager, Service Operations (Back Office) - Remote

Overview

The B2B CS Operations Manager at Hopper will play a crucial role in enhancing customer happiness and optimizing service costs by overseeing third-party call center operations.

In Short

• Drive customer happiness and reduce service costs.
• Oversee third-party call center operations.
• Provide guidance and oversight to the service operations team.
• Focus on vendor success through workflow assistance.
• Analyze KPIs and conduct gap analysis.
• Ensure regulatory compliance.
• Act as the voice of Hopper agents and customers.
• Automate processes to enhance customer self-service.
• Deliver a seamless experience for users and agents.
• Support the overall customer service strategy.

Requirements

• Experience in customer service operations management.
• Strong analytical skills for KPI and gap analysis.
• Knowledge of regulatory compliance in customer service.
• Ability to manage workflows effectively.
• Excellent communication skills.
• Experience in B2B environments.
• Proven track record in enhancing customer satisfaction.
• Leadership experience in managing teams.
• Ability to work collaboratively with vendors.
• Strong problem-solving skills.

Benefits

• Opportunity to impact customer service strategy.
• Work in a dynamic and innovative environment.
• Collaborate with a talented team.
• Potential for career growth within the company.
• Access to training and development resources.
• Competitive salary and benefits package.
• Flexible working arrangements.
• Engagement in meaningful work that enhances customer experience.
• Supportive company culture.
• Involvement in automation and process improvement initiatives.