Customer Services Operations Manager

Overview

The Customer Services Operations Manager oversees the comprehensive management, strategic direction, and operational excellence of the customer service department within a busy public terminal setting. Responsible for supervising multiple team supervisors and their frontline customer service staff, the role ensures uniform and superior service delivery at various information and help stations throughout the facility. This position manages the department’s budget, staffing approaches, service benchmarks, and collaborates closely with internal stakeholders.

Core Responsibilities

• Lead and guide the entire customer service division, supervising team leads who manage frontline representatives.
• Design and enforce customer service strategies, establish standard operating procedures, and develop quality standards aligned to corporate objectives.
• Handle the comprehensive workforce planning including forecasting required staffing, budgeting, recruitment strategies, and scheduling rosters for the facility.
• Define and monitor performance targets and key performance indicators such as customer satisfaction levels, response efficiency, complaint resolution, and service coverage, ensuring accountability through team leads.
• Utilize service performance metrics and customer feedback to identify areas for enhancement and implement corrective action plans.
• Oversee recruitment processes, onboarding programs, training curriculum development, and career growth path planning for the customer service teams.
• Act as the senior point of escalation for critical customer complaints, service disruptions, and situations potentially affecting the brand’s reputation.
• Foster and maintain collaborative relationships with cross-departmental heads including security, operations, retail, transportation partners, and facility management to synchronize service delivery with other operational functions.
• Represent the department in leadership assemblies, presenting analytical performance reports and proposed enhancement measures to senior management.
• Manage relationships with vendors or outsourced service providers, supervising contract adherence and service level agreements.
• Lead initiatives involving change management, such as deployment of new technologies like wayfinding systems or CRM platforms, alongside process improvements.
• Ensure adherence to all regulatory requirements, safety protocols, and company policies at every customer contact point.
• Coordinate customer communications during emergencies or operational incidents, overseeing crisis response procedures.
• Mentor team leads and supervisors to cultivate leadership growth and succession within the department.

Qualifications and Experience

• At least five years of advancing roles in customer service or customer experience, including a minimum of two years in a supervisory or managerial role, ideally within environments of high public engagement such as transportation, hospitality, or retail sectors.
• Demonstrated experience in managing layered teams comprising supervisors and frontline employees on a large scale.
• Strong skills in strategic planning, budgeting, and workforce management.
• Excellent ability to manage stakeholders and communicate effectively with executives.
• Proficient in data-driven analysis and comfortable working with performance dashboards and reporting systems.
• Experience with process optimization and leading organizational change initiatives.
• Bachelor’s degree in Business Administration, Hospitality Management, or a related discipline (or equivalent professional experience).
• Availability to work varied shifts and during critical operational or emergency scenarios.
• Additional language skills are advantageous.

Essential Skills

• Strategic leadership and team development
• Budgeting and resource allocation
• Data analysis and performance measurement
• Stakeholder and cross-functional collaboration
• Crisis handling and escalation management
• Change management and technology adoption