Manager, Customer Service Strategy – Ops

Role Overview

• Provide leadership across customer service operations, including performance management, workforce optimization, and service delivery execution
• Leverage data and statistical analysis to drive operational decisions, improve efficiency, and inform service strategies
• Plan and administer customer service programs aligned to national objectives and enterprise-wide goals
• Ensure adherence to company policies, procedures, and service standards while maintaining operational integrity
• Monitor productivity, quality, and transactional compliance to ensure consistent service performance
• Own Customer Experience (CX) performance, with direct accountability for Net Promoter Score (NPS) outcomes, trend analysis, and continuous improvement initiatives
• Translate customer feedback, NPS drivers, and journey insights into measurable actions that improve satisfaction, loyalty, and retention
• Establish and operationalize CX metrics, ensuring alignment between NPS performance, frontline behaviors, and business KPIs
• Partner cross-functionally (Operations, Retail, Tech Ops, CX) to address root causes of customer friction and deliver systemic improvements across touchpoints
• Drive a culture of customer-centricity by embedding CX priorities into performance management, coaching, and service standards
• Mentor and develop supervisors and professional staff, establishing clear performance expectations tied to operational and CX outcomes
• Adapt departmental plans and processes to address evolving business needs and enhance service delivery
• Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) as necessary.

Requirements

• Bachelor's Degree
• 5-7 Years Relevant Work Experience

Benefits

• array of options, expert guidance and always-on tools personalized to meet the needs of your reality—to help support you physically, financially and emotionally through the big milestones and in your everyday life.