Ops Manager - N. Wilkesboro

Ops Manager - North Wilkesboro

Location: North Wilkesboro, NC

Position Overview:

We are seeking an experienced and results-driven Customer Service Operations Manager to oversee and enhance the day-to-day operations of our customer service department. This role is responsible for ensuring an excellent customer experience through efficient processes, high-performing teams, and strong alignment with business goals. The ideal candidate is both people-focused and process-driven, with a proven ability to lead teams, manage KPIs, and implement service improvement strategies.

Key Responsibilities:

  • Lead, coach, and develop a team of customer service supervisors, team leads, and representatives to deliver exceptional service.
  • Monitor daily operations and implement strategies to improve service levels, customer satisfaction (CSAT), and other key performance indicators (KPIs).
  • Develop and refine customer service policies, procedures, and standards.
  • Analyze customer feedback, call metrics, and service trends to identify areas for improvement.
  • Collaborate cross-functionally with Sales, Product, IT, and Logistics to ensure seamless customer experiences.
  • Manage workforce planning, including forecasting, scheduling, and resource allocation.
  • Drive continuous improvement initiatives using data and customer insights (e.g., lean or Six Sigma methodologies).
  • Oversee the implementation and optimization of customer service tools and technologies (e.g., CRM, helpdesk software).
  • Handle escalated customer issues with urgency, empathy, and resolution.
  • Prepare regular reports on team performance, service trends, and operational challenges for senior leadership.
  • Lead and mentor respective teams, conduct Monthly 1:1s, create and support their IDPs (individual improvement plans), and provide them guidance and support on performance by setting expectations.
  • Foster a culture of growth, communication, and core values.

Qualifications:

MUST receive approval from your delivery lead before applying

NOT on a PIP

  • Bachelor’s degree in Business Administration, Operations Management, or a related field (preferred).
  • 5+ years of experience in customer service, with at least 2 years in a managerial or operational role.
  • Strong leadership skills with experience managing diverse and remote teams (if applicable).
  • Excellent analytical and problem-solving skills.
  • Familiarity with customer service software platforms (e.g., Zendesk, Salesforce Service Cloud, Freshdesk).
  • Proven track record of meeting or exceeding performance targets.
  • Strong communication and interpersonal skills.
  • Ability to thrive in a fast-paced and dynamic environment.


Preferred Skills:

  • Experience with process improvement frameworks (Lean, Six Sigma, etc.).
  • Background in [insert industry, e.g., e-commerce, SaaS, retail, logistics].
  • Bilingual or multilingual is a plus.


Recruiter: Jared Tabor | jaredtabor@provalus.com

Applications will be accepted through October 17th

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