Customer Service Manager - Process & Tooling Projects (all genders)
Core
Leading the implementation, rollout, and continuous optimization of new technologies, strategic initiatives, and customer service tools across the entire customer service landscape.
Role type
Senior IC Customer Service Operations Manager
Builds
Scalable operational solutions for customer service systems and processes
Domain
E-commerce / Customer Service Technology
Deliverable
product features
Required skills
Project management, Product coordination, Workflow structuring, Stakeholder management, Cross-functional team coordination, Gap analysis, Requirement translation, Testing coordination, Vendor evaluation
Preferred skills
Experience with CRM, Ticketing, Routing, or Automation tools, Strategic initiative translation
Technologies
CRM, Ticketing systems, Routing tools, Automation tools
Responsibilities
End-to-end planning and execution of strategic projects to improve customer service systems and operational efficiency, Analyzing operational bottlenecks and translating business requirements into technical scopes, Coordinating testing, documentation, and rollout of new features and system improvements, Evaluating new software solutions and external service providers for future-proofing the customer service landscape, Serving as the central liaison between operational stakeholders and technical teams to ensure clear communication and alignment
Seniority
Senior, hands-on IC