Senior Customer Support Operations Manager

Overview

The Work

The Senior Operations Manager oversees the day-to-day operations of the client's support center, ensuring efficient workflows, high-quality service delivery, and alignment with organizational goals. This position is critical to maintaining service levels and driving performance through proactive leadership, employee engagement, and data-driven decision-making. In collaboration with the Account Manager and staff, the Operations Manager develops and optimizes workflows, oversees resource allocation, and fosters a culture of continuous improvement.

This position performs all duties and responsibilities in accordance with the Mission, Vision, and Core Values of Cayuse.

Responsibilities

Key Responsibilities

• Monitor and manage the daily operational activities to ensure service delivery meets or exceeds established Service Level Agreements (SLAs).
• Lead and supervise the Customer Service Representatives (CSRs), back-office staff, and escalation teams, to maintain alignment with operational goals.
• Optimize workflows and processes to improve resource utilization, service efficiency, and quality.
• Foster a culture of continuous improvement by analyzing performance data, implementing new strategies, and collaborating with other management staff on enhancements.
• Partner with the Account Manager to achieve operational performance objectives and align team efforts with business goals.
• Oversee the deployment and integration of advanced technology solutions (e.g., AI tools, CRM) to enhance customer service experience.
• Conduct regular evaluations of team and individual performance and implement feedback loops for ongoing improvement.
• Implement workforce management plans in collaboration with the Workforce Manager to ensure efficient and real-time responses to fluctuating customer demand.
• Ensure compliance with quality standards through the implementation of Quality Assurance (QA) systems, supporting the Quality Manager.
• Manage customer complaints and escalations, utilizing ticketing systems for tracking and resolution, and collaborating with Exchange teams when needed.
• Guide readiness for system updates, including staff training, workflow adjustments, and communication of changes to teams and stakeholders.
• Create and maintain team organizational charts and staffing plans, ensuring appropriate supervision and performance management.
• Support customer survey implementation, analyze feedback trends, and make operational adjustments to improve satisfaction levels.
• Prepare for high-demand periods such as Open Enrollment by partnering with stakeholders to implement readiness and staffing plans.
• Oversee secure and compliant handling of customer data, ensuring adherence to federal, state, and Exchange requirements
• Other duties as assigned.

Qualifications

Qualifications - Here's What You Need

• Associate's degree in Business Administration, Operations Management, or a related field (or equivalent work experience).
• A minimum of 5-8 years of experience in managing daily operations in a Customer Support Center or a similar high-volume customer service environment.
• Demonstrated experience in team leadership, operational planning, and process optimization.
• Familiarity with CRM platforms, workforce management systems, and quality tools.
• Must be able to pass a background check. May require additional background checks as required by projects and/or clients at any time during employment.

Minimum Skills:

• Exceptional interpersonal skills with the ability to communicate in a clear, professional, and articulate manner.
• Strong problem-solving and leadership skills to drive team performance.
• Ability to use data to support decision-making, monitor SLAs, and implement continuous improvement initiatives.
• Excellent interpersonal skills, with the ability to foster collaboration across teams and engage effectively with stakeholders.
• Highly proficient in Microsoft Office Suite and workforce management platforms.
• Exceptional verbal and written communication skills.
• Excellent organizational, analytical, and problem-solving skills with high-level attention to detail.
• Proven ability to multitask and prioritize in a fast past environment with changing priorities; adaptable to change and a quick learner.
• Must be self-motivated and able to work well independently as well as on a multi-functional team.
• Ability to handle sensitive and confidential information appropriately.

Desired Qualifications:

• Bachelor's degree in Business Administration, Operations Management, or a related field.
• Relevant certifications in Operations Management, such as Lean Six Sigma or ITIL Operations.
• Certified Six Sigma Green Belt or higher.
• Proven experience in implementing technological solutions (e.g., AI tools) in an operational environment.
• Experience working in healthcare or government contracting organizations.

Our Commitment to you / overview of benefits

• Medical, Dental and Vision Insurance; Wellness Program
• Flexible Spending Accounts (Healthcare, Dependent Care, Commuter)
• Short-Term and Long-Term Disability options
• Basic Life and AD&D Insurance (Company Provided)
• Voluntary Life and AD&D options
• 401(k) Retirement Savings Plan with matching after one year
• Paid Time Off

Reports to: Account Manager

Working Conditions

• Professional office environment.
• Occasional travel to Washington State or other relevant locations for business purposes or professional development opportunities.
• Must be physically and mentally able to perform duties extended periods of time.
• Ability to use a computer and other office productivity tools with sufficient speed to meet the demands of this position.
• Must be able to establish a productive and professional workspace.
• Must be able to sit for long periods of time looking at computer screen.
• May be asked to work a flexible schedule which may include holidays.
• May be asked to travel for business or professional development purposes.
• May be asked to work hours outside of normal business hours.

Other Duties: Please note this job description is not designed to cover or contain a comprehensive list of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Cayuse is an Equal Opportunity Employer. All employment decisions are based on merit, qualifications, skills, and abilities. All qualified applicants will receive consideration for employment in accordance with any applicable federal, state, or local law.

Pay Range

USD $67,000.00 - USD $92,000.00 /Yr.