Customer Operations Manager

Vintti stands at the forefront of economically advantageous staffing solutions for US businesses. By facilitating partnerships between American companies and Latin American professionals, we offer a pathway to reduced operational costs without sacrificing quality. Our approach enables businesses to reinvest savings into core areas, fostering growth and enhancing overall market competitiveness.

A Customer Operations Manager plays a crucial role in ensuring seamless customer experiences by overseeing the day-to-day operations of the customer service department. They are responsible for managing the team, developing efficient processes, and implementing strategies to enhance customer satisfaction and retention. The role involves analyzing metrics, handling escalated issues, and collaborating with other departments to optimize service delivery. A Customer Operations Manager also focuses on continuous improvement, leveraging feedback and data to refine operations and contribute to the company's overall goals and success.

- Bachelor's degree in Business Administration, Management, or a related field.
- Minimum of 5 years of experience in customer service or operations management.
- Proven experience in leading and managing customer support teams.
- Strong understanding of customer service principles, policies, and procedures.
- Excellent communication and interpersonal skills.
- Ability to analyze data and customer feedback to drive improvements.
- Proficiency with customer support tools and technology.
- Strong problem-solving and conflict resolution skills.
- Ability to work collaboratively with cross-functional teams.
- Strong organizational and time management skills.
- Experience in developing and delivering training programs.
- Knowledge of industry regulations and compliance requirements.
- Ability to develop and implement strategic plans to enhance customer satisfaction.
- Proficiency in creating performance reports and dashboards.
- Strong leadership and team-building abilities.
- High level of attention to detail and accuracy.
- Experience with budget management and resource allocation.
- Flexibility to adapt to changing priorities and business needs.
- Strong analytical skills and ability to interpret complex data.
- Commitment to staying updated with industry trends and best practices.

- Oversee and manage daily operations of the customer support team.
- Develop and implement customer service policies and procedures.
- Monitor team performance and provide feedback and coaching to staff.
- Address and resolve escalated customer complaints and issues.
- Analyze customer feedback and data to identify areas for improvement.
- Coordinate with other departments to ensure a seamless customer experience.
- Create and maintain performance reports and dashboards.
- Conduct regular training sessions to enhance team skills and knowledge.
- Implement and optimize customer support tools and technology.
- Review and approve customer service correspondence and communication.
- Schedule and manage team shifts and availability.
- Handle special projects or initiatives related to customer operations.
- Ensure compliance with company policies and industry regulations.
- Develop strategies to improve customer satisfaction and loyalty.
- Facilitate team meetings and one-on-one reviews.
- Track and manage customer service metrics and KPIs.
- Identify process inefficiencies and suggest enhancements.
- Assist in budget planning and resource allocation for the customer operations department.
- Stay informed about industry trends and best practices in customer service.
- Provide regular updates to senior management on operational performance and challenges.

The ideal candidate for the Customer Operations Manager role is a highly motivated and driven professional with a Bachelor's degree in Business Administration, Management, or a related field and a minimum of five years of experience in customer service or operations management. This individual has proven expertise in leading and managing customer support teams, coupled with a deep understanding of customer service principles, policies, and procedures. Exceptional leadership skills and strong decision-making abilities set them apart, as does their ability to remain calm and composed under pressure. They excel in communication and interpersonal skills, adept at analyzing data and customer feedback to drive improvements. Proficiency with customer support tools and technology, as well as a thorough knowledge of industry regulations and compliance requirements, is essential. The candidate is known for their strong problem-solving and conflict resolution skills, high attention to detail, and accuracy, along with their capability to develop and implement strategic plans that enhance customer satisfaction. A proactive and results-oriented individual, they demonstrate flexibility and adaptability to changing business needs while maintaining a commitment to continuous improvement. They possess the ability to inspire and motivate their team, are reliable and accountable, and are dedicated to building and maintaining a positive team culture. Their high integrity, professional demeanor, and collaborative nature make them an exceptional fit for this role.

- Oversee and manage daily operations of the customer support team.
- Develop and implement customer service policies and procedures.
- Monitor team performance and provide feedback and coaching to staff.
- Address and resolve escalated customer complaints and issues.
- Analyze customer feedback and data to identify areas for improvement.
- Coordinate with other departments to ensure a seamless customer experience.
- Create and maintain performance reports and dashboards.
- Conduct regular training sessions to enhance team skills and knowledge.
- Implement and optimize customer support tools and technology.
- Review and approve customer service correspondence and communication.
- Schedule and manage team shifts and availability.
- Handle special projects or initiatives related to customer operations.
- Ensure compliance with company policies and industry regulations.
- Develop strategies to improve customer satisfaction and loyalty.
- Facilitate team meetings and one-on-one reviews.
- Track and manage customer service metrics and KPIs.
- Identify process inefficiencies and suggest enhancements.
- Assist in budget planning and resource allocation for the customer operations department.
- Stay informed about industry trends and best practices in customer service.
- Provide regular updates to senior management on operational performance and challenges.

- Highly motivated and driven
- Exceptional leadership skills
- Strong decision-making abilities
- Proactive and results-oriented
- Excellent communicator
- Empathetic and customer-focused
- Strategic thinker
- Flexible and adaptable
- Able to handle high-pressure situations
- Collaborative team player
- Detail-oriented and meticulous
- Innovative and resourceful
- Strong work ethic
- Reliable and accountable
- Dedicated to continuous improvement
- Strong ability to inspire and motivate others
- High integrity and professional demeanor
- Agile and responsive to change
- Committed to building a positive team culture

- Competitive salary range: $70,000 - $90,000 annually
- Comprehensive health insurance (medical, dental, vision)
- 401(k) retirement plan with company match
- Paid time off (PTO) including vacation, sick days, and holidays
- Flexible work schedule options
- Remote work opportunities
- Company-sponsored wellness programs
- Employee assistance program (EAP)
- Professional development and training opportunities
- Tuition reimbursement program
- Opportunities for career advancement
- Employee discounts on company products/services
- Paid parental leave
- Life insurance and disability coverage
- Regular team-building events and activities
- Transportation and commuting benefits
- On-site fitness center and wellness resources
- Collaborative and supportive work environment
- Recognition and rewards programs for outstanding performance