Hiring For Unit Manager- Customer Service Ops- Blended Process

Role Overview

We are looking for a dynamic and experienced Unit Manager Customer Support Operations to lead a blended customer support operation across multiple channels, including voice, email, chat, and other digital touchpoints.

The role combines people leadership, operational excellence, customer experience, and executive communication. The ideal candidate will be responsible for driving service performance, developing high-performing teams, managing key operational metrics, and providing clear, data-driven updates to senior leadership.

Key Responsibilities

1. People Management & Leadership

• Lead, coach, and develop a team of Team Leaders, Supervisors, and/or Customer Support Associates.
• Build a high-performance culture focused on accountability, ownership, customer centricity, and continuous improvement.
• Set clear performance expectations and conduct regular performance reviews, coaching sessions, and development plans.
• Identify high-potential talent and create succession and career-development plans.
• Manage workforce engagement, retention, absenteeism, and overall employee experience.
• Handle escalations, performance concerns, disciplinary matters, and conflict resolution in partnership with HR.
• Build strong collaboration across operations, training, quality, workforce management, and support functions.

2. Customer Support Operations

• Own end-to-end operational performance for the assigned support unit across voice and non-voice/blended channels.
• Drive achievement of key metrics such as CSAT, NPS, SLA, AHT, FCR, productivity, quality, adherence, backlog, and resolution rates.
• Monitor real-time and historical performance, identify gaps, and implement corrective actions.
• Ensure consistent delivery against business, customer experience, and compliance objectives.
• Partner with WFM to optimize staffing, scheduling, capacity planning, and service-level performance.
• Work with Quality and Training teams to identify capability gaps and improve customer interactions.
• Establish effective escalation mechanisms and ensure timely resolution of critical customer issues.

3. Executive Communication & Stakeholder Management

• Act as the primary operational point of contact for senior leadership and key internal stakeholders.
• Prepare and present weekly/monthly business reviews, performance dashboards, executive summaries, and operational insights.
• Translate operational data into clear business narratives, highlighting trends, risks, opportunities, and recommended actions.
• Communicate effectively with senior stakeholders during business-critical incidents, escalations, and service disruptions.
• Drive cross-functional alignment with Product, Technology, Sales, Finance, HR, Quality, Training, and WFM teams.
• Demonstrate strong executive presence and the ability to communicate complex operational issues in a concise, structured manner.

4. Continuous Improvement

• Identify opportunities to improve customer experience, productivity, cost efficiency, and operational processes.
• Lead or sponsor process-improvement initiatives using data and root-cause analysis.
• Drive automation, digital adoption, and channel optimization initiatives where relevant.
• Establish robust mechanisms for tracking action items, improvement plans, and business outcomes.
• Benchmark performance and introduce best practices across teams and channels.

5. Governance, Risk & Compliance

• Ensure adherence to organizational policies, customer-support processes, and regulatory/compliance requirements.
• Maintain strong operational controls and governance across the unit.
• Review recurring customer complaints and operational risks and drive preventive actions.
• Ensure timely closure of audit findings and compliance-related action items.