Customer Operations Manager

About the Opportunity

Our client is seeking a Customer Operations Manager to serve as a key liaison between customers, partners, and internal teams. This role combines customer support, operations, process improvement, and cross-functional coordination to ensure an exceptional service experience.

The ideal candidate is highly organized, detail-oriented, and thrives in a fast-paced environment where communication, problem-solving, and relationship management are critical to success.

A significant portion of this role involves managing a high-volume shared inbox, researching issues, coordinating with multiple departments, and providing thoughtful, customized responses. Success requires strong critical thinking, technical aptitude, attention to detail, and a customer-first mindset.

Key Responsibilities

Customer & Partner Support

• Serve as a primary point of contact for customer and partner inquiries, concerns, and service needs
• Build and maintain strong relationships through proactive communication and responsiveness
• Act as an advocate for customers and partners to ensure a positive overall experience
• Monitor customer feedback and identify opportunities to improve service delivery
• Manage communications across internal and external stakeholders

Shared Inbox Management & Customer Support

• Manage a high-volume shared inbox, responding to 100-150+ inquiries per day during peak periods
• Research, investigate, and provide personalized responses related to account status, payments, documentation, system access, onboarding, operational requests, and service inquiries
• Draft customized responses rather than relying solely on templates
• Prioritize incoming requests while balancing urgency, service levels, and customer expectations
• Maintain detailed documentation of inquiries, resolutions, and follow-up activities
• Escalate complex issues appropriately while maintaining ownership of the customer experience

Operations & Issue Resolution

• Investigate and resolve customer inquiries, discrepancies, and operational issues
• Coordinate with internal departments to gather information and provide accurate resolutions
• Monitor outstanding requests and ensure timely follow-up
• Identify recurring issues and recommend long-term solutions
• Maintain accurate records and ensure data integrity across systems

Account Support & System Administration

• Support onboarding and account setup activities
• Provide guidance and training on customer-facing systems and self-service tools
• Assist with user access management, account maintenance, and troubleshooting
• Serve as a resource for customers navigating internal processes and systems
• Coordinate with technical teams when additional support is required

Process Improvement & SOP Development

• Evaluate existing workflows and identify opportunities for increased efficiency
• Develop, document, and maintain Standard Operating Procedures (SOPs)
• Partner with cross-functional teams to implement process improvements
• Promote consistency, scalability, and operational excellence
• Leverage customer feedback and operational metrics to drive continuous improvement initiatives

Project Management & Cross-Functional Collaboration

• Lead and support customer-facing projects, onboarding initiatives, and service enhancements
• Coordinate efforts across operations, accounting, customer support, and technology teams
• Ensure seamless execution of initiatives and issue-resolution efforts
• Foster a collaborative and customer-focused environment
• Maintain clear communication across departments to meet customer expectations

Qualifications

Required

• 3-5+ years of experience in:
  • Customer Success
  • Account Management
  • Customer Operations
  • Client Services
  • Operations Coordination
  • Logistics or Supply Chain
  • Service Delivery
• Experience managing a high-volume shared inbox, support queue, or ticketing environment
• Strong written communication skills with the ability to draft professional, customized responses independently
• Proven ability to research issues across multiple systems and departments
• Exceptional customer service, communication, and problem-solving skills
• Strong attention to detail and organizational abilities
• Ability to manage multiple priorities in a fast-paced environment
• Advanced proficiency with Microsoft Office, particularly Excel
• Strong technical aptitude and ability to learn new systems quickly

Preferred

• Experience in transportation, logistics, supply chain, operations, customer support, or business services
• Experience creating SOPs and improving operational processes
• Project management experience leading cross-functional initiatives
• Experience working with CRM, ERP, ticketing, or operational management platforms
• Bachelor's degree in Business, Operations, Supply Chain, or a related field

Compensation & Schedule

• $60,000 - $75,000 DOE
• Monday-Friday | 8:00 AM - 4:30 PM
• 100% Onsite
• Direct Hire

Benefits

• 20 Days PTO
• Health & Dental Insurance
• Health Savings Account (HSA)
• Life Insurance & AD&D
• Employee Assistance Program (EAP)
• 401(k) with Company Match