{"id":2096426,"url":"https://alion.io/job/seo-mediuminteractivegmail-com-customer-operations-manager","title":"Customer Operations Manager","company":{"id":3866860,"name":"Cascade Services","domain":"cascadeservices.com","url":"https://alion.io/company/cascadeservices","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-12T06:55:09Z"}},"role":"Management","role_family":"Management","seniority":"middle","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Antonio, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":65000,"max_usd":123000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":1558},"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-08-12T13:22:00Z","employer_posted_date":"2026-08-12","last_verified_at":"2026-10-12T02:05:17Z","board_verified":true,"closed_at":null,"days_open":60,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":60},"description":"The Manager of Customer Operations is in charge of managing and improving customer service operations within the company. They coordinate with analysts to develop strategies, identify new sales opportunities, implement call center improvements, and manage dispatch and customer service operations. They also manage the budget, delegate tasks, and handle complex issues for their aligned team members.\nEssential Duties and Responsibilities\nThe essential functions include, but are not limited to, the following:\nDrafts, implements, and executes policies and procedures tofacilitatea quality customer service experiencewith a focuson the ability to scale. \nEstablishes performance metrics for customer service representatives.\nEstablishes service levels and requirements for the department.\nMeasuresteamperformance;communicatesgoals and quotas to team; andencouragesthe call centeras they work toward reaching their goals and quotas.\nDevelops and implements methods to record, assess, and analyze customer feedback.\nDevelops and implements training and quality assurance programsfocused on the customer journeyfor new hires and experienced employees.\nIdentifiesand recommendsexpansionsoftechnology, equipment, and policies that may improve customer service and retention.\nActs as a liaison between the customer service department and otherdepartmentsin the company.\nDrafts and implements the department’s budget.\nPrepares and presents reports tosenior leadershipstrategyrecommendations focused on sales and retention datainconjunctionwith sales and senior management.\nUnderstandindustry trends, customer behavior, and market dynamicstoguidetheapproachforcall center employees to empower thecustomer service journey.\nPrioritize exceptional customer service. Understand customer needs, address concerns, and ensure a positive experience for callers.\nLead,mentorand developamulti-site team.\nProficientin workforce management, understandingacall centerenvironment, and streamlining processes for maximum efficiency.\nMediate problems and disputes between dispatch/route service personnel and customers as needed\nCarrying outadditionalduties assignedby seniormanagement.\nSupervisor Responsibilities of this Role\nOversees the Customer Service and Dispatch teams. Carries out supervisory responsibilities in accordance with organization policies and applicable laws. Responsibilities include staff selection, establishing expectations/goals, employee development, planning, assigning, and directing work; appraising performance; rewarding, and resolving employee concerns.\nDirectlyresponsiblefortheteamsintherespectivearea.\nProvidesongoingtrainingtoapplicablestafftodevelopandencouragetheirtechnicalandoperationalperformance.\nMeetswithappropriatestaffonatimelybasisforperformanceevaluationsandcommunicationofCompanygoals.\nThe Manager of Customer Operation’s success will be measured by many factors pertaining to the job, including, but not limited to:\nLeadership: Demonstrated ability to lead others and get results through others.\nPlanning - Ability to think ahead and plan over 1 to 3 months.\nManagement - Ability to organize and manage multiple priorities.\nProcedure and Process - Champion the belief and adherence to procedures and processes.\nProblem analysis and problem resolution at both strategic and tactical levels.\nCommitment to Company values.\nThey will have primary responsibility KPIs set by the Regional VP. A few examples may include:\n Average Resolution Time\n Average After Call Work Time\nMembership Business Growth\nCustomer Callbacks\nMinimum Qualifications\nExperience with Service Titan is desired\nProficiencyinfinancial managementand Budgeting\nComputerliteracy,includingMicrosoftOfficeSuite\nFamiliarity with relevant software and tools, including project management and CRM systems.\nBusiness development skills with commercial clients\nMinimum of 3 years management experience in a matrixed organization\nExcellentoral,written,andinterpersonal communication skills\nBachelor’s degree preferred but notrequired; minimum of four years in a similar role.\nPhysical Demands and Work Environment Physical Demands:\nSittingor standingforlongperiodsoftime\nTypingforlongperiodsoftime\nAbilitytolift,push,andpullupto50lbs.\nTalkingonthetelephoneforlongperiodsoftime\nNeedsuseofvoice,eyesightbothnearanddistance\nWorking Environment:\nNormalConditionedOfficeenvironment\nOccasionalworkinthefieldexposedtotheelements.\nNote\nThis job description in no way states or implies that these are the only duties to be performed by the employee(s) incumbent in this position. Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by any person authorized to give instructions or assignments. All duties and responsibilities are essential functions and requirements and are subject to possible modification to reasonably accommodate individuals with disabilities. To perform this job successfully, the incumbents will possess the skills, aptitudes, and abilities to perform each duty proficiently. Some requirements may exclude individuals who pose a direct threat or significant risk to the health or safety of themselves or others. The requirements listed in this document are the minimum levels of knowledge, skills, or abilities. 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