POSITION SUMMARY The Customer Service Operations Manager plays a critical role in driving operational excellence, improving CSAT, and optimizing team performance within the Member Experience team. They are responsible for managing and enhancing operational processes, monitoring performance metrics, keeping systems running smoothly, and collaborating with other departments to deliver world-class customer experiences. This role also involves overseeing the technical administration of our customer service platforms, including the development and optimization of AI-driven solutions.
PRIMARY RESPONSIBILITIES Schedule Management: Manage scheduling and resource allocation to ensure adequate coverage of ticket queues, chat moderation, and other time-sensitive tasks. Develop strategies for efficient team task management and coverage.Training and Development: Develop and implement resources and training programs for new and existing agents.Systems Administration and AI Development: Administer and optimize the Zendesk platform and connected tools, ensuring peak performance and operational efficiency. Oversee the management and hygiene of customer help centers, ensuring robust, always fresh self-service content. Lead the development and implementation of advanced customer service AI solutions using Zendesk Advanced AI and other tools, driving improvements in self-service, agent efficiency, and overall customer satisfaction.Process Improvement: Identify process bottlenecks and inefficiencies, developing new ways to improve productivity. Stay up-to-date with industry trends, best practices, and emerging technologies, particularly in AI and customer service automation.Vendor and Compliance Management: Support vendor relationship management to maximize results, efficiency, and quality controls. Oversee the chargeback dispute process, ensuring timely and accurate resolutions by the team. Manage the data privacy requests process, ensuring compliance with legal and company standards.Other Duties as Assigned: Additional functions and requirements may be assigned by supervisors as deemed appropriate.REQUIRED EDUCATION/EXPERIENCE/SKILLS/COMPETENCIES Education: Minimum: High School Diploma or GED. Bachelor's degree in a related field.
Demonstrated Skills/Abilities/Competencies: 3+ years' experience in customer service operations, with a strong focus on systems administration and process optimization.Certified Zendesk Admin or equivalent experience managing customer service platforms and related tools.Proven experience in developing and implementing comprehensive training programs for customer service teams, including onboarding, skill development, and continuous education initiatives.Proven ability to manage and optimize customer service platforms, particularly Zendesk, including Help Center administration and AI-driven solution development.Experience building and improving AI-driven workflows, such as chatbots and automated response systems, within customer service environments.Demonstrated ability to identify process inefficiencies and implement improvements that drive operational excellence.Strong problem-solving skills with a focus on scalable, sustainable process enhancements.Exceptional collaboration skills with a demonstrated ability to work cross-functionally with different teams and stakeholders.Strong sense of empathy and customer-focused mindset.Interest in and/or familiarity with the political and editorial news landscapes a plus.Proficient Microsoft Office skills (Word, Excel, and PowerPoint).G-suite proficiency.Reports to: Director of Member Experience
Start date: Immediate
Employment type: Full-time; Exempt
Compensation: Dependent upon experience
Benefits: Health insurance options (medical through BlueCross Blue Shield; dental and vision through Guardian); Paid Time Off; 401k (5% match)
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