Customer Service Manager - Process & Tooling Projects (all genders)
Core
Lead the implementation, rollout, and continuous optimization of new technologies, strategic initiatives, and customer service tools across the customer service ecosystem.
Role type
Senior Customer Service Operations Manager (Process & Tooling)
Builds
Scalable operational solutions for customer service systems and processes
Domain
E-Commerce / Customer Service Technology
Required skills
Project management, product coordination, workflow structuring, stakeholder management, requirement analysis, change management, solution-oriented problem solving
Preferred skills
Experience with CRM ticketing, routing, or automation tools, experience managing multi-disciplinary teams
Technologies
CRM ticketing systems, routing tools, automation tools
Responsibilities
Lead implementation and optimization of customer service tools; plan and execute strategic projects to improve operational efficiency; act as liaison between operational stakeholders and technical teams; analyze bottlenecks and translate business requirements into technical scopes; coordinate testing, documentation, and feature rollouts; evaluate new software solutions and external service providers
Seniority
Senior, hands-on IC