Sr. Manager, Client Satisfaction Operations

As a Senior Manager, Support Team, you will oversee the operations and performance of the Client Satisfaction team. Reporting to the Director, Operations, you will ensure that all team members are working together to achieve our Client Satisfaction goals.

The Responsibilities:

Assist in the creation and monitoring KPI (Key Performance Indicators) for the Client Satisfacation team.

Ensure all SLA (Service Level Agreements) are met.

Oversee and coordinate daily operations and performance.

Maintain compliance with external regulations and internal policies.

Assess and report progress in meeting department objectives.

Lead and manage a team of employees, providing guidance and support as needed.

Collaborate with other departments and stakeholders to ensure that business needs are being met.

Assist department staffing needs (e.g., interviewing, hiring, new hire and ongoing training, annual evaluations, etc.)

Generate necessary reports for the Director and Executive team.

Location: Remote

Core Hours: Rotational - Night Shift

Core Days Worked: To be determined.

Proven track record of successful leadership and team management.

Excellent communication and interpersonal skills.

Highly professional with written, oral, and interpersonal skills - Focuses on solving conflict; Strong listening skills; Participates in meetings; Writes clearly and informatively; Edits work for spelling and grammar; Varies writing style to meet needs; Presents numerical data effectively.