Customer Service Operations Manager

Zulily   •  

Columbus, OH

Industry: Consumer Goods / Miscellaneous


5 - 7 years

Posted 358 days ago

The customer service operations manager leads business needs across the CS organization to drive strategy to improve the development of leaders and overall performance of the business. The manager will have a proven ability to plan and prioritize tasks to efficiently manage complexdeadline-driven projects and assignments. Consistently achieving department objectives and goals to drive key performance indicators while developing and implementing several procedures and systems to maximize operating efficiency. Ability to handle multiple tasks and meet tightdeadlines in a fast-paced environment while managing a team efficiently.

  • Improve customer service experience, create engaged customers and facilitate organic growth
  • Take ownership of customer's issues and follow problems through to resolution
  • Set a clear mission and deploy strategies on our core culture and values
  • Develop service procedures, policies and standards
  • Keep accurate records and document customer service actions and discussions
  • Analyze statistics and compile accurate reports
  • Recruit, mentor and develop customer service supervisors and nurture an environment where they can excel through encouragement and empowerment
  • Keep ahead of industry's developments and apply best practices to areas of improvement
  • Control resources and utilize assets to achieve qualitative and quantitative targets
  • Adhere to and manage the approved budget
  • Maintain an orderly workflow per priorities that are set daily, weekly, and monthly


  • 5+ years experience in Operations Management with progressively increasing responsibility, including managing teams. 
  • Proven track record of Customer Obsession. 
  • Demonstrable proficiency of Microsoft Office including Excel, SharePoint, Word and PowerPoint. 
  • Ability to deep dive/analyze customer related data and draw conclusions leading to improvement initiative recommendations. 
  • Excellent planning, organizational and time and project management skills. Excellent written and oral communication skills. 
  • Proficiency to communicate effectively across various functional areas, and within all levels in the organization (technical, business, executive). 
  • Willingness to speak up even in the midst of adversity. 
  • Bias for action, takes responsibility/ownership and delivers. Bachelors degree or equivalent
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