Customer Service Operations Manager

Opportunity Overview

This is a tech-enabled roadside assistance marketplace that helps enterprise clients such as insurance carriers, auto clubs, warranty providers, and fleet operators connect with a nationwide network of independent service providers. Its mission is straightforward but demanding: make sure motorists receive help quickly and reliably.

The business does not operate its own tow trucks. Instead, it has developed the marketplace, dispatch system, and supporting technology that power the service. Backed by private equity, the company is growing rapidly and investing heavily in automation and AI to outpace traditional players still relying on manual processes and phone trees.

Role Summary

The Customer Service Operations Manager will oversee a team of Operations Supervisors and specialists who are responsible for delivering high-quality roadside assistance experiences at scale. The position carries accountability for frontline and escalation team performance, customer satisfaction, service quality, and operational efficiency.

This leader will work closely with Operations, Workforce Management, Training, Product, Technology, and senior leadership to improve workflows, resolve difficult service issues, and ensure customers receive prompt and empathetic support when it matters most.

Key Responsibilities

• Step in actively during peak demand and help the team maintain service continuity.
• Manage and develop a group of Operations Supervisors across both frontline and escalation functions.
• Own results against core operational metrics such as service levels, quality, customer satisfaction, and productivity.
• Guide the handling of complex customer and service provider escalations.
• Work with Workforce Management, Training, Product, and Engineering to strengthen operational performance and customer outcomes.
• Review operational data and trends to spot improvement opportunities and take corrective action.
• Design and roll out process enhancements that improve efficiency, scalability, and service quality.
• Hold regular performance discussions, coaching sessions, and growth conversations with direct reports.
• Share operational status, risks, and recommendations with senior leaders.
• Direct the operational response during disruptions, severe weather, and other high-impact events.
• Promote accountability, teamwork, and continuous improvement while supporting the team wherever needed.

Required Qualifications

• At least 5 years of leadership experience in customer service, contact center, or operations settings.
• Background leading supervisors and building strong, customer-facing teams.
• A customer-centric approach and a strong commitment to great service, particularly in complex or escalated situations.
• Solid analytical and problem-solving ability, with experience using data to guide decisions and improve results.
• Demonstrated success in identifying operational issues, implementing process changes, and delivering measurable improvements.
• Ability to stay composed under pressure and make good decisions in a fast-moving, changing environment.
• Strong communication and relationship-building skills, with the ability to influence, coach, and collaborate across levels.
• Comfort using Google Workspace and contact center software.

Preferred Background

• Experience with workforce management, quality assurance, performance management, and customer experience metrics is an advantage.
• Exposure to roadside assistance, insurance, transportation, logistics, or similar service-driven industries is preferred.

Additional Information

This role is remote-first and open to candidates anywhere in the United States. The company values inclusive collaboration, flexible remote work, and a supportive environment where diverse team members can thrive.

The hiring company is an equal opportunity employer and is committed to building a diverse, inclusive team.

Talent Platform Notice

This opportunity is presented through a talent platform rather than a staffing agency. The platform is not the employer and does not make hiring decisions. Proceeding with the application process will direct you to review the opportunity and employer details on the platform.