Call Center Operations Manager

We are seeking an experienced Operations Manager to lead a high-volume, ticket-based e-commerce customer support operation for a nationally recognized consumer brand.

This is a critical leadership role responsible for operational performance, quality execution, and team culture. The ideal candidate is a hands‑on operator who thrives in fast‑paced environments, consistently hits performance targets, and builds teams that take pride in delivering exceptional customer experiences.

• Own day-to-day performance of a ticket-driven customer support operation
• Ensure service levels, KPIs, and operational targets are consistently met or exceeded
• Manage ticket volumes, backlog, and resolution timelines within Zendesk
• Act as the primary escalation point for complex customer or system issues
• Partner with Workforce, QA, and Training functions to maintain operational stability

• Drive high QA scores, customer satisfaction, and resolution accuracy
• Monitor trends in ticket drivers, defects, and customer pain points
• Ensure consistent brand voice, tone, and service standards
• Lead QA calibrations and performance reviews using Zendesk reporting and insights
• Lead, coach, and develop Team Leads and frontline agents
• Foster a high-performance culture built on accountability, ownership, and trust
• Set clear expectations, provide direct feedback, and recognize strong performance
• Reduce attrition by creating an engaging, fast‑paced, and supportive environment
• Maintain a strong leadership presence on the floor

• Serve as the primary point of contact for the partner organization
• Own day-to-day communication, performance updates, and issue resolution
• Prepare and present operational reporting, insights, and action plans
• Proactively identify risks and opportunities and communicate mitigation plans
• Support new initiatives, launches, and operational changes in partnership with stakeholders

• Improve workflows, macros, triggers, automations, and documentation within Zendesk
• Use data to optimize solve rates, handle time, and customer outcomes
• Champion continuous improvement across people, process, and performance

• 5+ years of customer support or contact center operations leadership experience
• Strong experience in ticket-based and/or e-commerce support environments
• Hands‑on experience managing teams in Zendesk
• Proven success driving QA, customer experience, and resolution metrics
• Experience leading Team Leads or Supervisors in high-volume operations
• Strong analytical, problem‑solving, and decision‑making skills
• Confident communicator with strong leadership presence and client-facing ability

• Deep familiarity with Zendesk reporting, dashboards, and workflow optimization
• Experience acting as a primary client or partner-facing operations lead
• Experience supporting large, brand-sensitive or enterprise clients
• Background in fast-growth or performance-driven environments
• Experience scaling teams while maintaining quality and culture

• Consistently strong QA and customer satisfaction scores
• High solve rates with controlled backlog and minimal escalations
• Clear, proactive communication with partners and stakeholders
• Engaged teams with strong accountability and low attrition
• A culture that values ownership, professionalism, and excellence

Work Location:

In person
W2 Employment
Salary: $65,000 per year