Responsibilities

The Manager, Customer Operations will build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early, working closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics. They will also work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations, and create a culture where high performance is recognized and rewarded, and underperformance is addressed head-on. Additionally, this role involves owning the day-to-day execution of sales and/or service teams, partnering with functional leads to ensure alignment on priorities and translate strategic goals into weekly agent-level plans, diagnosing performance issues at their root, and developing action plans that improve inputs, not just outcomes. The role also encompasses establishing proactive mechanisms to prevent issues from recurring, working with product and engineering to identify and implement process improvements and system enhancements, and using data and frontline insights to continuously improve how agents work and how customers experience our service.