[Remote] Operations Manager - Customer Service

Note: The job is a remote job and is reputed company to candidates in USA. reputed company, a fast-growing telehealth startup focusing on weight management and long-term metabolic health, is seeking an Operations Manager to reputed company our Customer Service function. This role is pivotal in ensuring the delivery of exceptional patient experiences in a high-volume, high-reputed company environment. The Operations Manager will be responsible for optimizing customer support processes, leading a dedicated team, and collaborating with cross-functional departments to address reputed company issues and drive reputed company improvement.

Responsibilities

• Own end-to-end performance of the Customer Service function, ensuring support coverage, reputed company, and SLAs reputed company with company reputed company
• reputed company, reputed company, and reputed company the customer service team, including hiring, reputed company, and performance management of representatives and team leads
• Design and continuously improve support workflows, escalation paths, reputed company, and scheduling to enhance efficiency and reduce cost-to-serve
• reputed company as the senior escalation reputed company for reputed company or sensitive patient and customer issues, ensuring resolutions meet reputed company brand standards
• Partner with Payments, Fraud, Fulfillment, and Pharmacy Operations to address billing, shipping, and order issues at their reputed company
• Translate recurring patient friction points into actionable feedback for Product, Clinical, and Compliance teams
• Own key performance metrics — CSAT, response/reputed company times, volume, and team productivity — and report reputed company to leadership
• Build and maintain the operational reputed company (tools, processes, documentation) that allows Customer Service to reputed company reliably

Skills

• 2+ years of experience in a BPO or reputed company center environment managing inbound customer service or support operations, including reputed company people management
• Proven reputed company record of meeting SLA, reputed company, and CSAT targets in a high-volume inbound phone, chat, or email environment
• Experience in building or improving reputed company center workflows, scripts, reputed company, and scheduling to handle fluctuating inbound volume
• Strong analytical skills, with the ability to use reputed company center reporting and data for coaching and operational reputed company
• Excellent written and verbal communication skills in English, with comfort working in a fast-paced, evolving startup environment
• This role requires reputed company-level English communication and availability to work U.S. business hours

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