Operations Manager - Customer Service & Retentions

📋 Description

• Lead day-to-day Customer Service and Retention operations to meet objectives.
• Develop strategies to improve service delivery, efficiency, satisfaction, and retention.
• Ensure SLAs, KPIs, quality standards, and targets are achieved.
• Optimize staffing, planning, and resource allocation for efficiency.
• Monitor performance, identify gaps, and take corrective action.
• Foster a customer-centric culture across all touchpoints.

🎯 Requirements

• Bachelor’s degree in Business Administration, Operations/Customer Experience or related.
• MBA or related is a plus.
• 7–10 years in Customer Service/Operations/Contact Center.
• 3–5 years in a leadership role.
• Proven retention/loyalty program experience.
• Experience leading medium to large teams.

🎁 Benefits

• Remote-first environment.
• Global distributed team.
• Ownership and autonomy in a fast-paced setting.
• Opportunity to lead and transform operations.
• Cross-functional exposure with Sales, Marketing, Product, Tech, Finance, Compliance.
• Grow into senior leadership responsibilities.