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 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, Requirement analysis, Change management, Vendor evaluation, Technical requirements translation, Multi-disciplinary team alignment, Strategic planning
Preferred skills
Experience with CRM ticketing, routing, or automation tools, Understanding of modern customer service systems
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 central contact between operational and technical teams, Analyze bottlenecks and translate business requirements into technical scopes, Coordinate testing and rollout of new features, Evaluate new software solutions and external service providers
Seniority
Senior, hands-on IC
