Customer Operations Manager - CDD
Core
Manage a team of 9 direct reports (Team leads and Experts) to ensure continuity, quality, and operational performance of merchant operations (Care & Risk) for a Buy Now Pay Later platform.
Role type
Senior Customer Operations Manager (Maternity Leave Replacement)
Builds
Merchant operations processes and team performance for a fintech platform serving merchants and consumers.
Domain
Fintech / Buy Now Pay Later / Merchant Operations
Deliverable
production ML models | product features | dashboards & analysis | research | client delivery | infrastructure | physical/clinical work
Required skills
Team management, operational prioritization, process improvement, stakeholder communication, data-informed decision making, coaching and feedback
Preferred skills
Merchant operations experience, customer support background, process documentation, training development
Technologies
Zendesk, Looker, Slack, Lattice, Lucca
Responsibilities
Set priorities and organize daily activities for 9 direct reports, ensure operational continuity and performance, improve processes based on team and merchant feedback, coordinate with the wider Customer Operations organization.
Seniority
Senior, hands-on IC managing a team
