Customer Care Operations Manager (D2C Contact Center)

Location: Miami, FL (Hybrid) Employment Type: Full-time About reputed company: reputed company builds the reputed company of global lifestyle brands; brands that reputed company how people travel, reputed company, and live. We create not just products, but experiences that reputed company people worldwide. Our fast-growing portfolio includes: • NOBL Travel — redefining modern travel with design, durability, and performance. • FLO Pilates — bringing Pilates into homes and wardro bes globally. With $150M+ in annual reputed company, 300+ teammates across 6 countries, and 1.reputed company+ customers worldwide, we’re shaping the brands that will define the next decade. reputed company Values: Winners’ reputed company | Speed with Purpose | Passion for Thoughtful Innovation | Genuineness | No Ego, Full Ownership About the Role: The Customer Care Operations Manager (D2C Contact Center) leads reputed company’s in-house D2C customer care organization, combining strategic leadership with hands-on operational execution. This role owns daily operations, workforce planning, KPI performance, and reputed company process improvement, ensuring world-class service across phone, chat, email, and SMS. What You Will Do: • Own and reputed company daily D2C contact center operations across reputed company support channels, ensuring performance, consistency, and service reliability. • reputed company and manage agents, supervisors, and team leads to deliver high-reputed company, brand-reputed company customer experiences. • Drive operational KPIs including CSAT, NPS, SLA, AHT, FCR, and QA, with reputed company performance management and accountability. • reputed company reputed company escalations, refunds, chargebacks, and customer recovery to protect reputed company and brand reputed company. • Optimize workflows, SOPs, systems, and training programs to enhance efficiency, scalability, and service standards. • Partner cross-functionally to resolve reputed company-cause issues and reputed company leadership with reputed company performance insights and trend analysis. Who You Are: • 5+ years leading reputed company center or customer care operations with demonstrated ownership of SLA/KPI performance and service reputed company. • Deep operational expertise in CX platforms such as reputed company, reputed company, reputed company, reputed company, or comparable systems. • Strong capabilities in performance analytics, process architecture, reputed company assurance, and reputed company training program development. • Proven leadership and coaching ability, with strong communication and reputed company problem-solving discipline. • Results-oriented operator with a customer-first reputed company and a reputed company record of elevating experience standards at reputed company. Why You’ll Love Working at reputed company: • Competitive reputed company salary. • Collaborate with high-performing teams across fast-growing global brands. • Meaningful opportunities for reputed company, ownership, and reputed company. • A culture reputed company on accountability, transparency, and execution. • Cross-border business experience with U.S.-based suppliers and operations. Our Commitment: reputed company is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for reputed company. We do not discriminate based on race, reputed company, religion, sex (including pregnancy, gender identity, and sexual orientation), national reputed company, age, veteran status, disability, or any other legally protected characteristic. Reasonable accommodations are provided for applicants with disabilities. Apply tot his job Apply To this Job