Customer Services Operations Manager
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Key skills for this role
Role Overview
Lead the customer service function within a high-traffic public terminal facility.
Oversee team leads, supervisors, and frontline customer service ambassadors across information and assistance points.
Own department strategy, budget, staffing, service standards, and stakeholder relationships.
Key Skills for This Role
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Job Purpose
Lead the customer service function within a high-traffic public terminal facility.
Oversee team leads, supervisors, and frontline customer service ambassadors across information and assistance points.
Own department strategy, budget, staffing, service standards, and stakeholder relationships.
Key Responsibilities
- Provide leadership and direction for the customer service department through team leads and supervisors.
- Develop customer service strategies, standard operating procedures, and service quality frameworks.
- Manage headcount forecasting, budgeting, recruitment strategy, and shift or roster structures.
- Set performance targets for satisfaction, response times, complaint resolution, and service coverage.
- Analyze performance data and customer feedback to drive improvement and corrective action plans.
- Lead recruitment, onboarding design, training curriculum development, and career progression planning.
- Serve as the senior escalation point for severe complaints, service failures, and reputational risks.
- Coordinate with security, operations, retail, transportation, and facilities department heads.
- Present performance reports and improvement initiatives to senior management and executives.
- Manage vendor or outsourced provider relationships, including contract performance and SLAs when applicable.
- Lead technology rollouts, process improvements, and change management initiatives.
- Ensure compliance with regulatory, safety, and organizational policies and coordinate customer communications during incidents.
Qualifications
- At least 5 years of progressive customer service or customer experience experience, including at least 2 years in management.
- Experience managing multi-layered teams of leads or supervisors and frontline staff at scale.
- Strong strategic thinking, budgeting, and workforce planning capabilities.
- Excellent stakeholder management and executive communication skills.
- Experience using performance dashboards and reporting tools for data-driven decisions.
- Experience leading process improvement or change management initiatives.
- Bachelor's degree in Business Administration, Hospitality Management, or a related field, or equivalent experience.
- Flexibility to work varied shifts and during high-impact operational periods or emergencies.
- Bilingual or multilingual ability is a plus.
Key Skills
- Strategic leadership and team development.
- Budget and resource management.
- Data analysis and performance management.
- Stakeholder and cross-functional relationship management.
- Crisis and escalation management.
- Change management.
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