[Remote] Customer Service Operations Manager
Note: The job is a remote job and is open to candidates in USA. Honk is a technology-driven roadside assistance platform that connects enterprise customers with a nationwide network of independent service providers. The Customer Service Operations Manager leads a team responsible for delivering exceptional roadside assistance experiences, ensuring performance, service quality, and customer satisfaction.
Responsibilities
- Lead from the front and support the team during periods of high demand
- Lead and develop a team of Operations Supervisors across frontline and escalation functions
- Own performance against key operational metrics, including service levels, quality, customer satisfaction, and productivity
- Provide leadership and guidance for complex customer and service provider escalations
- Partner with Workforce Management, Training, Product, and Engineering teams to improve operational performance and customer outcomes
- Analyze operational data and trends to identify opportunities for improvement and drive corrective action
- Develop and implement process improvements that enhance efficiency, scalability, and service quality
- Conduct regular performance reviews, coaching, and development discussions with direct reports
- Communicate operational performance, risks, and recommendations to senior leadership
- Lead operational response during service disruptions, severe weather events, and other high-impact incidents
- Foster a culture of accountability, collaboration, and continuous improvement while supporting the team wherever needed
Skills
- 5+ years of leadership experience in a customer service, contact center, or operations environment
- Experience leading supervisors and developing high-performing customer-facing teams
- A customer-first mindset with a passion for delivering exceptional service, especially during complex or escalated situations
- Strong analytical and problem-solving skills with the ability to use data to drive decisions and improve performance
- Proven ability to identify operational challenges, implement process improvements, and drive measurable results
- Calm under pressure and able to make sound decisions in a fast-paced, rapidly changing environment
- Strong interpersonal skills with the ability to influence, coach, and collaborate across all levels of the organization
- Proficiency with Google Workspace and contact center technologies
- Experience with workforce management, quality assurance, performance management, and customer experience metrics
- Experience in roadside assistance, insurance, transportation, logistics, or other service-based industries
Company Overview