Operations Manager, Customer Service

managing teams of 30+ across multiple shifts Familiarity with Salesforce or similar case management platforms Six Sigma, Lean, or continuous improvement methodology experience.

managing vendor-contracted teams.

in environments where judgment and escalation decisions carry safety or compliance implications

Experience managing supervisors (not just frontline associates) — demonstrated ability to develop middle management.

Proven track record of coaching and developing team leads/supervisors into independent decision-makers.

managing SLA-driven operations with defined response time targets.

Strong written and verbal communication in English (active voice, clear, concise, professional).

with workforce scheduling in a 24/7 environment (understanding of shift coverage, leave management, and staffing compliance).

Comfort with data — ability to read dashboards, interpret quality scores, and translate metrics into coaching actions.

Demonstrated leadership presence — takes initiative, drives decisions, and holds teams accountable without requiring constant direction from above.

• Takes control of operational Does not wait for direction, does not default to asking permission, and does not allow the team to drift. Active leadership means being present, visible, and decisive.
• The OM actively develops supervisors — not just tracks their performance metrics. Coaching happens daily, not quarterly.
• Does not wait to be asked for Surfaces issues, provides context, and offers solutions before CS leadership identifies the gap.
• Expectations communicated to one supervisor are communicated to all. Feedback aligns with the other OM so the team hears one standard.

With or without reasonable accommodation, requires the physical and mental capacity to effectively perform all essential functions;

• Regular computer usage.
• Occasional reaching and lifting of small objects and operating office equipment.
• Frequent sitting, standing, and/or walking.
• Travel, as required.

Pinkerton is an equal opportunity employer to all applicants and positions without regard to race/ethnicity, color, national origin, ancestry, sex/gender, gender identity/expression, sexual orientation, marital/prenatal status, pregnancy/childbirth or related conditions, religion, creed, age, disability, genetic information, veteran status, or any protected status by local, state, federal or country-specific law.