Customer Operations Manager

Job Description

Customer Operations Manager
About the Opportunity

Our client is seeking a Customer Operations Manager to serve as a key liaison between customers, partners, and internal teams. This role combines customer support, operations, process improvement, and cross-functional coordination to ensure an exceptional service experience.

The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment where communication, problem-solving, and relationship management are critical to success.

A significant portion of this role involves managing a high-volume shared inbox, researching issues, coordinating with multiple departments, and providing thoughtful, customized responses. Success requires strong critical thinking, technical aptitude, attention to detail, and a customer-first mindset.

Key Responsibilities
Customer & Partner Support

• Serve as a primary point of contact for customer and partner inquiries, concerns, and service needs
• Build and maintain strong relationships through proactive communication and responsiveness
• Act as an advocate for customers and partners to ensure a positive overall experience
• Monitor customer feedback and identify opportunities to improve service delivery
• Manage communications across internal and external stakeholders

Shared Inbox Management & Customer Support

• Manage a high-volume shared inbox, responding to 100-150+ inquiries per day during peak periods
• Research, investigate, and provide personalized responses related to account status, payments, documentation, system access, onboarding, operational requests, and service inquiries
• Draft customized responses rather than relying solely on templates
• Prioritize incoming requests while balancing urgency, service levels, and customer expectations
• Maintain detailed documentation of inquiries, resolutions, and follow-up activities
• Escalate complex issues appropriately while maintaining ownership of the customer experience

Operations & Issue Resolution

• Investigate and resolve customer inquiries, discrepancies, and operational issues
• Coordinate with internal departments to gather information and provide accurate resolutions
• Monitor outstanding requests and ensure timely follow-up
• Identify recurring issues and recommend long-term solutions
• Maintain accurate records and ensure data integrity across systems

Account Support & System Administration

• Support onboarding and account setup activities
• Provide guidance and training on customer-facing systems and self-service tools
• Assist with user access management, account maintenance, and troubleshooting
• Serve as a resource for customers navigating internal processes and systems
• Coordinate with technical teams when additional support is required

Process Improvement & SOP Development

• Evaluate existing workflows and identify opportunities for increased efficiency
• Develop, document, and maintain Standard Operating Procedures (SOPs)
• Partner with cross-functional teams to implement process improvements
• Promote consistency, scalability, and operational excellence
• Leverage customer feedback and operational metrics to drive continuous improvement initiatives

Project Management & Cross-Functional Collaboration

• Lead and support customer-facing projects, onboarding initiatives, and service enhancements
• Coordinate efforts across operations, accounting, customer support, and technology teams
• Ensure seamless execution of initiatives and issue-resolution efforts
• Foster a collaborative and customer-focused environment
• Maintain clear communication across departments to meet customer expectations

Qualifications
Required

• 3-5+ years of experience in:
  • Customer Success
  • Account Management
  • Customer Operations
  • Client Services
  • Operations Coordination
  • Logistics or Supply Chain
  • Service Delivery
• Experience managing a high-volume shared inbox, support queue, or ticketing environment
• Strong written communication skills with the ability to draft professional, customized responses independently
• Proven ability to research issues across multiple systems and departments
• Exceptional customer service, communication, and problem-solving skills
• Strong attention to detail and organizational abilities
• Ability to manage multiple priorities in a fast-paced environment
• Advanced proficiency with Microsoft Office, particularly Excel
• Strong technical aptitude and ability to learn new systems quickly

Preferred

• Experience in transportation, logistics, supply chain, operations, customer support, or business services
• Experience creating SOPs and improving operational processes
• Project management experience leading cross-functional initiatives
• Experience working with CRM, ERP, ticketing, or operational management platforms
• Bachelor's degree in Business, Operations, Supply Chain, or a related field

Compensation & Schedule

• $60,000 - $75,000 DOE
• Monday-Friday | 8:00 AM - 4:30 PM
• 100% Onsite
• Direct Hire

Benefits

• 20 Days PTO
• Health & Dental Insurance
• Health Savings Account (HSA)
• Life Insurance & AD&D
• Employee Assistance Program (EAP)
• 401(k) with Company Match

All qualified applicants will receive consideration for employment without regard to race, color, national origin, age, ancestry, religion, sex, sexual orientation, gender identity, gender expression, marital status, disability, medical condition, genetic information, pregnancy, or military or veteran status. We consider all qualified applicants, including those with criminal histories, in a manner consistent with state and local laws, including the California Fair Chance Act, City of Los Angeles' Fair Chance Initiative for Hiring Ordinance, Los Angeles County Fair Chance Ordinance, and San Francisco Fair Chance Ordinance.


Job Reference: JN -082026-428114