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Jerry

Jerry

via Remote Rocketship

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Senior Manager, Customer Operations – Inbound Virtual Contact Center

Anywhere
full-time
Posted 10/17/2025
Verified Source
Key Skills:
Team Management
Performance Coaching
Data Analysis
Operational Improvement
Cross-team Collaboration

Compensation

Salary Range

$90K - 130K a year

Responsibilities

Manage and improve performance of sales or service teams through coaching, accountability, and process enhancements.

Requirements

3+ years managing inbound contact center teams, ability to hold team leads accountable, data-driven problem solving, and experience with onshore/offshore teams.

Full Description

Job Description: • Build and sustain a high-performance culture by setting clear goals, enforcing accountability, and creating systems that surface underperformance early • Work closely with team leads to track progress daily, provide feedback, and ensure agents are hitting targets across key sales and service metrics • Work with team leads to raise the performance of every agent through structured coaching, clear feedback, and consistent expectations • Own the day-to-day execution of sales and/or service teams, depending on where the business needs are greatest • Diagnose performance issues at their root and develop action plans that improve inputs, not just outcomes • Work with product and engineering to identify and implement process improvements and system enhancements Requirements: • 3+ years of experience managing a similar sized team of inbound contact center agents and team leads or supervisors, in a high-volume, metric-driven environment • Demonstrated ability to manage through others (e.g. team leads or supervisors), holding them accountable for their team’s performance • Experience using data to diagnose issues and implement operational or behavioral changes that improved outcomes • Track record of driving performance by managing inputs, not just outcomes • Comfort working across onshore and offshore teams, ideally in a tech-forward environment Benefits: • Health, dental, and vision coverage • Paid time off • Paid parental leave • 401(K) plan with employer matching • Wellness benefits

This job posting was last updated on 10/20/2025

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