Senior Manager, Customer Operations (Remote First)

📋 Description

• Lead and mentor team leads to grow their teams.
• Partner with SalesOps to align strategy and daily goals.
• Set service standards; monitor call and email performance.
• Own process improvements across Zendesk and Salesforce.
• Lead high-visibility forums with C-Suite stakeholders.
• Manage performance, coaching, and headcount planning with HR.

🎯 Requirements

• Leading Leaders: 8+ years mentoring management staff.
• High-Volume Ops: 5+ years in operational support or call center.
• Strategic Workflow: Frontline workflows and one-touch solutions.
• Technical Proficiency: Zendesk, Salesforce, and call center tech.
• Workforce Management: KPIs, scheduling, and real-time operations.
• Insurance Licensing: Insurance exp 4+ yrs nice to have; RIBO after hire.

🎁 Benefits

• Remote-first setup for flexibility.
• Home office allowance to create a comfortable workspace.
• Office in a box: tech equipment provided.
• Half days before public holidays.
• Flexible health and dental plans for families, including mental health support.
• Education assistance reimbursement for courses and memberships.