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Customer Experience Operations Manager About the Role Our client, a respected organization in the insurance and professional services space, is seeking a Customer Experience Operations Manager to lead and evolve their customer service function. This role sits at the intersection of operations, technology, and customer experience, and is ideal for someone who is excited to modernize service delivery through systems, data, and emerging technologies. You’ll lead a small, high-impact team while owning the tools, processes, and performance metrics that drive a seamless, multi-channel customer experience. This is a hands-on leadership role with the opportunity to shape how customer service operates today—and how it scales for the future. Key Responsibilities Team Leadership & Development • Lead, coach, and develop a team of customer service representatives (4) • Set clear performance expectations and provide ongoing feedback and development • Support hiring, onboarding, and training of new team members • Foster a culture of accountability, responsiveness, and continuous improvement Customer Experience & Operations • Oversee day-to-day customer service operations across multiple channels (phone, email, chat, ticketing systems) • Ensure timely, accurate, and professional resolution of customer inquiries • Manage escalations and complex customer issues with a solutions-oriented approach • Optimize workflows to improve response times, service quality, and efficiency Systems, Tools & Technology • Own and optimize customer service platforms, including CRM and ticketing systems (e.g., Salesforce, Zendesk, or similar tools) • Partner with internal technology teams to enhance system functionality, integrations, and automation • Identify opportunities to leverage AI and emerging technologies to improve service delivery and team productivity • Maintain and improve knowledge bases, SOPs, and documentation Data, Reporting & Continuous Improvement • Track and analyze key service metrics (SLAs, response times, resolution rates, customer satisfaction) • Build and maintain dashboards and reporting (e.g., Power BI or similar tools) • Use data to identify trends, uncover root causes, and drive process improvements • Develop and implement best practices to enhance the overall customer experience Cross-Functional Collaboration • Partner with internal stakeholders across operations, technology, and business teams • Act as a liaison between customer service and the broader organization • Surface customer insights and advocate for improvements that impact the customer journey Qualifications • 5–7+ years of experience in customer service, customer experience, or contact center operations • 2+ years of leadership or team management experience • Hands-on experience with CRM and customer support platforms (Salesforce preferred) • Familiarity with contact center operations, including queue management, SLAs, and escalation handling • Experience working with service metrics, reporting, and performance dashboards • Exposure to process improvement methodologies (Lean, Six Sigma, or similar) is a plus • Interest in or exposure to AI, automation, or digital transformation within customer service What We’re Looking For • A tech-savvy, data-driven leader who enjoys improving systems and processes • Someone who can balance hands-on execution with strategic thinking • A proactive problem-solver who thrives in a collaborative, evolving environment • Strong communicator with the ability to influence cross-functional stakeholders • A builder mindset—comfortable stepping into a function that is evolving and ready for optimization Work Environment • Hybrid work environment • Standard business hours with some flexibility • Collaborative, team-oriented culture Compensation • Base salary: $80,000 – $90,000 • Performance-based incentive compensation Time Off & Flexibility • 3 weeks (15 days) of vacation in year one • 10 sick days annually • 3 personal days (increasing to 4 after the first year) • Company-paid winter break between Christmas and New Year’s • Additional paid holidays, including summer holiday schedules Health & Wellness • Comprehensive medical, dental, and vision coverage • Employee-focused benefits designed to support well-being and work-life balance At NextPlay Jobs, we believe great recruiting is personal, not transactional. We connect high-performing talent with companies where they can make the biggest impact — and grow along the way.