Manager – CS Operations

About the role

This role owns the outsourced and internal support teams, sets up the processes and governance the function needs, and works closely with product, technology, finance, and other stakeholder teams to keep operations running smoothly. This is a hands-on role. You'll be building processes from scratch while managing a vendor relationship and a growing team, and taking responsibility for outcomes, not just activities.

What you'll do

• Team & Vendor Management
• Own the outsourced support team's capacity, productivity, attendance, and performance
• Partner with the outsourcing vendor to ensure adequate staffing and coverage
• Drive onboarding, training, and readiness for new team members as the operation scales
• Run regular governance and performance reviews with the outsourcing partner

What you need

• SOP writing
• Reporting
• Excel
• Vendor management
• Customer service
• Team management

Good to have

• CRM
• Zendesk
• Dashboarding