Program Lead – Operations Manager

🕒 April 13

🏈 Ohio – Remote

🏈 Ohio – Remote

⏰ Full Time

🟠 Senior

⚙️ Operations

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Compass Experience Labs

WebsiteLinkedInAll Job Openings

201 - 500 employees

🤝 B2B

🎯 Recruiter

☁️ SaaS

B2B • Recruitment • SaaS

Compass Experience Labs is a company specializing in enhancing customer experiences through tailored solutions that drive customer loyalty and business growth. They integrate seamlessly with existing business systems to optimize customer interactions, offering 24/7 customer support, loyalty optimization, and systems optimization. Compass also provides recruitment optimization services through their end-to-end Recruitment Process Outsourcing (RPO) solutions. The company is committed to helping businesses achieve sustainable growth by improving customer satisfaction rates and conversion rates. They work across various industries, including subscription box services, apparel, and food & beverage, to deliver customized customer care strategies.

📋 Description

• Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts. • Ensure your account(s) are meeting client KPIs and service level expectations that are in our control • Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc. • Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands • Be the main point of contact for all client escalations • Adhere to an internal reporting cadence to help oversee the performance of your team and client • Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates • Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.) • Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job • Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc. • Manage P&L to maximize margin and grow the account • When necessary, create, maintain and manage schedules, and approve timesheets and time off requests • When applicable, onboard new clients through coordination with sales, recruiting, and operations • Other duties as assigned by the VP of Client Operations

🎯 Requirements

• Minimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment • 3+ years of experience of managing remote teams is highly preferred. • Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference • Experience with Microsoft Powerpoint and/or Google Slides preparing and presenting Client business reviews. • Ability to be a balanced advocate for your team, the client, and Compass • Excellent written and verbal communication skills and a professional demeanor

🏖️ Benefits

• Training and career development opportunities • Flexible schedules and remote working options • A comprehensive benefits package for FT US-based employees • Competitive wages • Paid time off and paid holidays • The opportunity to work with the best teams, supporting some of the best online brands!