Manager, Customer Operations (Inbound Virtual Contact Center)

The Manager, Customer Operations will build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems to surface underperformance early. They will work closely with team leads to track progress, provide feedback, and ensure agents hit targets across key sales and service metrics. Responsibilities include raising agent performance through structured coaching, owning day-to-day execution of sales and/or service teams, and partnering with functional leads to translate strategic goals into agent-level plans. The role also involves diagnosing performance issues at their root and developing action plans, as well as working with product and engineering to identify and implement process improvements and system enhancements using data and frontline insights.