Customer Operations Manager

As a Customer Operations Manager at Jeeny, your primary responsibilities include overseeing the daily operations of the customer service department, leading a team of representatives, and ensuring that customer inquiries are resolved efficiently. You will also focus on enhancing service quality, managing performance metrics through data analysis, and ensuring that every team member meets their performance goals.

To apply for the Customer Operations Manager position at Jeeny, candidates should have a minimum of 7 years of experience in customer service, with at least 2 years in a managerial or supervisory capacity. Proficiency in technical skills like Microsoft Excel, along with familiarity with CRM tools, is preferred. Strong leadership and communication abilities are also essential for the role.

Jeeny ensures high-quality customer support by implementing rigorous performance monitoring and regular training sessions for the customer operations team. As a Customer Operations Manager, you will set clear performance goals, monitor service quality, and have constant feedback loops to adapt customer service strategies based on metrics and trends.

At Jeeny, the work environment is collaborative and supportive, encouraging team members to take ownership of their roles. You will lead a motivated team and work closely with other departments to enhance the overall customer experience, making it a vibrant place to cultivate personal and professional growth.

Jeeny offers a competitive salary, health benefits, life insurance, and a flexible hybrid work model for its Customer Operations Manager. The opportunity to work with talented individuals, participate in a dynamic work culture, and access resources for personal development are key highlights of our employment experience.

To prioritize tasks effectively in a customer operations environment like Jeeny, I focus on urgency and impact. Assessing customer needs, I would categorize inquiries based on severity and time sensitivity, ensuring that critical issues are resolved promptly while maintaining overall service level agreements.

In a previous role, I identified performance gaps in team metrics. I organized skill-building workshops and established regular feedback sessions, resulting in a measurable increase in customer satisfaction scores and reduced resolution times, ultimately improving team morale and performance.

To enhance customer satisfaction at Jeeny, I would implement a feedback system where customers can easily share their experiences. By analyzing the feedback, I would adjust our processes accordingly, ensuring a proactive approach in addressing potential issues and continuously delivering a high-quality customer experience.

I have extensive experience in data analysis, particularly in tracking performance metrics. I utilize Excel for in-depth analysis, developing dashboards to visualize trends over time, which I then present to my team to identify areas for improvement and set actionable goals.

Addressing conflicts within my team is crucial for maintaining a positive work atmosphere. I believe in open communication; I encourage team members to voice their concerns during one-on-one meetings, allowing me to mediate and find common ground, which strengthens team cohesion.

When training new team members, I adopt a structured yet flexible approach. I provide comprehensive resources while encouraging hands-on learning through shadowing and mentoring. Ongoing support and check-ins will help them build confidence and competence in their roles.

I measure the success of my customer operations team through key performance indicators such as customer satisfaction scores, average resolution times, and employee engagement levels. Regularly reviewing these metrics allows me to identify trends and areas for growth.

Managing peak periods effectively involves strategic resource planning, such as scheduling additional shifts or flexible hours for team members. Keeping the team informed on expectations and maintaining open lines of communication ensures we work cohesively to manage increased customer inquiries.

Collaboration is central to my management style. I believe in fostering strong relationships across departments to address customer issues efficiently. This collaborative approach not only improves customer satisfaction but also creates a sense of unity and shared purpose among teams.

Staying updated on customer service trends involves actively reading industry publications, participating in webinars, and engaging in professional networks. This ongoing commitment to learning allows me to introduce innovative strategies and best practices within my team.