Customer Services Operations Manager

Position Overview

We are seeking a dynamic and results-driven Customer Services Operations Manager to lead our customer service function within a high-traffic public terminal facility. This pivotal role is responsible for shaping the strategic direction, operational excellence, and performance of our customer service department, ensuring seamless and high-quality service delivery across all customer touchpoints. The ideal candidate will possess a proven track record in customer service leadership, workforce management, and cross-functional collaboration, with the ability to drive continuous improvement and maintain exceptional service standards in a fast-paced environment.

Key Responsibilities

The Customer Services Operations Manager will oversee the entire customer service ecosystem, including multiple team leads, supervisors, and frontline ambassadors. Core responsibilities include:

• Strategic Leadership and Team Management: Provide visionary leadership to the customer service department, guiding team leads and supervisors to deliver consistent, high-quality service. Develop and implement customer service strategies, standard operating procedures, and quality frameworks that align with organizational objectives and elevate the customer experience.
• Workforce Planning and Budget Management: Own the department’s workforce planning initiatives, including headcount forecasting, budget allocation, recruitment strategies, and shift scheduling to ensure optimal staffing levels and operational efficiency across the facility.
• Performance Management and KPI Tracking: Establish and monitor key performance indicators (KPIs) such as customer satisfaction scores, response times, complaint resolution rates, and service coverage. Analyze performance data and customer feedback to identify trends, implement corrective actions, and drive continuous improvement.
• Talent Development and Recruitment: Lead end-to-end talent management, from designing onboarding programs and developing training curricula to fostering career progression pathways for team members. Mentor and develop team leads and supervisors to build a robust leadership pipeline within the department.
• Stakeholder Collaboration and Cross-Functional Alignment: Act as the senior liaison between the customer service department and other key stakeholders, including security, operations, retail/concessions, transportation partners, and facilities management. Ensure seamless integration of customer service initiatives with broader operational goals and policies.
• Escalation and Crisis Management: Serve as the primary escalation point for high-severity customer complaints, service failures, or reputational risks. Lead crisis response coordination, particularly during disruptions or emergencies, to ensure clear and effective customer communication.
• Vendor and Technology Management: Oversee relationships with external vendors or outsourced service providers, ensuring contract compliance and adherence to service level agreements (SLAs). Drive the adoption of new technologies, such as wayfinding tools, CRM systems, and feedback platforms, to enhance service delivery and operational efficiency.
• Compliance and Policy Adherence: Ensure full compliance with regulatory requirements, safety protocols, and organizational policies across all customer-facing interactions. Champion a culture of accountability and excellence in service standards.

Qualifications and Skills

To excel in this role, candidates must meet the following criteria:

• Experience: A minimum of 5 years of progressive experience in customer service or customer experience roles, with at least 2 years in a managerial capacity. Prior experience in a high-volume public-facing environment, such as transportation, hospitality, retail, or a similar sector, is highly preferred.
• Leadership and Team Management: Demonstrated ability to lead and develop multi-layered teams, including frontline staff and supervisors, in a dynamic and fast-paced setting.
• Strategic and Analytical Skills: Strong strategic thinking capabilities, coupled with expertise in budgeting, workforce planning, and data-driven decision-making. Proficiency in using performance dashboards and reporting tools to drive insights and improvements.
• Stakeholder and Communication Skills: Exceptional interpersonal and executive communication skills, with the ability to build and maintain strong relationships across diverse teams and departments. Experience presenting performance reports and strategic initiatives to senior leadership.
• Process Improvement and Change Management: A track record of leading process improvement initiatives and managing change effectively, including the implementation of new technologies and systems.
• Education and Flexibility: A Bachelor’s degree in Business Administration, Hospitality Management, or a related field (or equivalent professional experience). The ability to work varied shifts and remain available during critical operational periods or emergencies is essential.
• Language Skills: Bilingual or multilingual abilities are advantageous in this role.

Key Competencies

The successful candidate will exhibit the following competencies:

• Strategic leadership and team development
• Budget and resource management
• Data analysis and performance management
• Stakeholder and cross-functional relationship management
• Crisis and escalation management
• Change management and adaptability