Manager, Customer Operations – Inbound Virtual Contact Center

Description: • Manage execution across onshore sales and service teams (~50 agents) to ensure front-line agents operate at peak performance • Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early • Work closely with team leads to track progress daily, provide feedback, and ensure agents hit targets across key sales and service metrics • Coach and develop agents through structured coaching, clear feedback, and consistent expectations • Own day-to-day execution of sales and/or service teams and translate strategic goals into weekly agent-level plans • Diagnose performance issues at their root and develop action plans addressing people, process, systems, or execution • Partner with product, engineering, and business analytics to evaluate performance data, optimize workflows, and implement system enhancements • Establish proactive mechanisms to prevent recurring issues and continuously improve customer experience Requirements: • 3+ years of experience managing a similar sized team of inbound contact center agents in a high-volume, metric-driven environment • Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance • Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes • Track record of driving performance by managing inputs, not just outcomes • Comfort working across onshore and offshore teams, ideally in a tech-forward environment • Do you live in AZ, CA, CO, FL, GA, IL, MA, NC, NJ, NY, NV, OR, TN, TX, UT, VA, or Ontario? If not, are you open to relocating? • Are you legally authorized to work in the U.S. or Canada? • Will you now or in the future require visa sponsorship? • Do you have a completed Bachelor's degree? • Do you have at least 1 year of experience managing a contact center? Benefits: • health, dental, and vision coverage • paid time off • paid parental leave • 401(K) plan with employer matching • wellness benefits • equity opportunities and potential equity grants Apply tot his job Apply To this Job