Job Title: Senior Operations Manager, Sensitive Escalations
Role Overview
We are seeking a seasoned Senior Operations Manager to lead our high-stakes customer response and operations strategy. This role is crucial for managing complex and sensitive escalations, as well as driving post-mortem processes that ensure long-term risk mitigation. You will bridge the gap between technical investigation and empathetic customer communication, ensuring that even the most difficult situations are handled with professionalism and business acumen.
Key Responsibilities
- Escalation Management: Act as the primary point of contact for sensitive, high-priority customer escalations, ensuring timely resolution and professional communication.
- Operational Oversight: Manage day-to-day operations to ensure service levels are met and workflows are optimized for efficiency and quality.
- Investigation & Postmortems: Lead deep-dive investigations into service failures or customer issues. Conduct thorough postmortems to identify root causes and implement corrective actions.
- Risk Mitigation: Proactively identify operational risks and develop strategies to minimize impact on the customer experience and the business.
- Documentation & Reporting: Maintain meticulous records of incidents and resolutions. Leverage data analysis to report on operational trends and provide actionable insights to leadership.
- Cross-Functional Collaboration: Partner with product, legal, and support teams to align on communication strategies and process improvements.
Required Skills & Qualifications
- Experience: * 7+ years in a high-touch customer or client-facing role.
- 5+ years of experience specifically in operations management.
- Communication: Exceptional written business English skills, with the ability to convey complex or sensitive information clearly and empathetically.
- Analytical Rigor: Strong investigation skills and a natural customer acumen. Ability to analyze data sets to identify patterns and drive reporting.
- Operational Excellence: Proven track record in documentation, process mapping, and managing sensitive escalations within a corporate environment.
- Education: Bachelor's degree in Business, Communications, or a related field (or equivalent professional experience).
Preferred Qualifications
- Multilingual: Proficiency in additional languages is a significant plus.
- Technical Familiarity: Experience with CRM tools, data visualization software, or incident management platforms.
