Manager, Customer Service Operations

TL;DR

Manager, Customer Service Operations: Leading customer service operations and a professional team with an accent on KPI management, process optimization, resource planning, and regulatory compliance. Focus on improving customer interaction processes, resolving escalated issues, coordinating cross-functional initiatives, and developing team performance.

Location: Hybrid in the USA - Clayton, Missouri; candidates within a 50-mile radius of a hirify.global office must work onsite at least eight days per month. Applicants may also be required to attend onsite interviews.

Salary: $76,200–$133,650 USD annually, plus bonus eligibility.

Company

hirify.global provides professional information, software, and services for specialized industries and organizations.

What you will do

• Lead the customer service team and oversee daily departmental operations.
• Monitor KPIs and align performance with organizational objectives.
• Implement process improvements and operational efficiency initiatives.
• Coordinate customer service strategies with other departments and allocate resources to meet demand.
• Resolve escalated customer issues and lead projects that improve service operations.
• Mentor team members, provide feedback, and support professional development.

Requirements

• Demonstrated ability to lead and motivate a professional team.
• Strong knowledge of customer service operations and best practices.
• Ability to analyze data and use performance insights for operational decisions.
• Effective problem-solving, communication, collaboration, and project management skills.
• Proficiency with customer service and performance-tracking software.
• Ability to work under the hybrid attendance requirement in the USA.

Culture & Benefits

• Medical, dental, and vision plans.
• 401(k), FSA/HSA, and commuter benefits.
• Tuition assistance and professional development support.
• Vacation, sick time, and paid parental leave.
• Bonus eligibility and a focus on work-life balance.

Hiring process

• Interviews are conducted without AI tools, virtual backgrounds, or external prompts.
• In-person interviews may be required at a company office.
• Use of AI-generated responses or third-party support during interviews may result in disqualification.