Customer Operations Manager

Department:

Telematics

Reports to:

Telematics Director

Location:

Wendell, NC

Position Status:

Full-Time

Status:

Salary, Exempt

Management Level:

Management

JOB SUMMARY

KIOTI Tractor, a leader in the design and manufacture of compact tractors, utility vehicles, turf care, and compact construction equipment, is seeking a Customer Operations Manager to join our team onsite in Wendell, NC. The Customer Operations Manager will be responsible for monitoring how satisfactorily our customers are utilizing our services on a daily basis, immediately identifying and resolving complaints or issues to improve customer satisfaction.

KEY RESPONSIBILITIES OF JOB

Primary responsibilities of the Customer Operations Manager:

• Analyze operational data, trends, and customer feedback to identify areas for improvement and optimize processes
• Collaborate with cross-functional teams (IT, product, marketing) to address root causes of customer issues and enhance the overall customer experience
• Develop and implement standard operating procedures, policies, and best practices to streamline customer support processes and ensure consistency
• Develop and manage the customer support operations budget, forecasting resource needs, and controlling costs
• Handle escalated customer complaints and complex issues, providing guidance and resolution to ensure customer satisfaction
• Manage and coach a team of customer support representatives (including call center staffs and agents), providing guidance, training, and feedback to enhance their skills and performance
• Manage the implementation and effective utilization of customer support tools, technologies, and systems (e.g., CRM, helpdesk software)
• Monitor key performance indicators (KPIs) such as response times, resolution rates, customer satisfaction scores, and adherence to service level agreements (SLAs)
• Oversee the maintenance and updating of customer support knowledge bases, scripts, and training materials
• Plan and manage staffing levels, schedules, and resource allocation to ensure adequate coverage across all customer support channels
• Prepare and present operational reports, insights, and recommendations to senior management

Secondary responsibilities of the Customer Operations Manager:

• Prepares call center performance reports by collecting and analyzing call agents' data.
• Evaluates individual performance reviews and overall team effectiveness with upper management.
• Helps call agents with challenging customer service issues.
• Determines call center operational strategies by evaluating team results and objectives.
• Maintains and improves call center operations by monitoring system performance and identifying and resolving problems.
• Meets financial targets by estimating performance requirements and preparing annual budgets.
• Presents monthly and annual call center action plans and objectives.

EDUCATIONAL AND PHYSICAL REQUIREMENTS

• Bachelor's degree in Business Administration, Operations Management, or a related field
• 5+ years of experience in customer support operations, service delivery, or a related leadership role
• Strong analytical, problem-solving, and project management skills
• Excellent communication and interpersonal abilities for team leadership and cross-functional collaboration
• In-depth knowledge of customer support best practices, metrics, and quality standards
• Proficiency with customer support software, CRM systems, and data analysis tools
• Experience in developing and implementing operational strategies, processes, and procedures
• Excellent understanding of technology, software applications, and phone and computer systems
• Advanced customer focus and customer service skills
• Exceptional training and coaching skills to motivate employees
• Great verbal and written communication skills
• Ability to remain calm and in control of a situation