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Senior Manager, Customer Service Operations

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Open Farm Pet

20d ago

  • Job
    Full-time
    Mid & Senior Level
  • Customer Relations
    Business, Operations & Strategy
  • Toronto
  • Quick Apply

AI generated summary

  • You need 3-5 years managing customer service teams, strong operational skills, exceptional communication, omnichannel experience, and the ability to adapt to changes.
  • You will oversee customer service operations, optimize training and QA programs, manage team onboarding, drive efficiency, collaborate on initiatives, and resolve customer issues effectively.

Requirements

  • 3-5 years of experience directly managing and overseeing a customer service team, with a demonstrated commitment to best-in-class customer service (e-commerce, pet industry, or similar preferred).
  • Proven ability to lead high-performing teams in a fast-paced, customer-obsessed environment
  • Strong operational expertise in workforce management, scheduling, and real-time team deployment
  • Exceptional written and verbal communication skills, with a demonstrated ability to address and resolve customer concerns with empathy and efficiency
  • Experience managing omnichannel customer interactions and delivering consistent, premium customer experiences
  • High attention to detail, organizational skills, and a passion for building a world-class customer service team
  • Adaptable and comfortable managing both in-house and outsourced (BPO) teams, or automation/AI tactics as necessary, with the ability to pivot quickly in response to business changes or shifting priorities

Responsibilities

  • Oversee daily customer service operations, ensuring adherence to SLAs, response times, and maintaining high CSAT scores
  • Develop, implement, and optimize QA and coaching programs to continuously enhance agent performance and customer satisfaction
  • Manage team onboarding, training programs, and the setup of a new outsourced (BPO) customer service operation
  • Drive operational efficiency through workforce management, scheduling, and labor deployment
  • Collaborate with cross-functional partners to stay informed on promotions, marketing campaigns, product launches, and new business initiatives, ensuring the customer service team is equipped to respond effectively
  • Serve as a critical thinker and expert communicator to advise on and resolve complex or sensitive customer concerns, escalating only when necessary
  • Audit customer service training materials and SOPs, recommending updates to improve onboarding efficiency and elevate customer satisfaction
  • Provide the Senior Director of Customer Experience with regular updates and insights, including looking ahead to plan labor needs against upcoming business events
  • All other duties, as assigned

FAQs

What is the primary responsibility of the Senior Manager, Customer Service Operations?

The primary responsibility is to ensure the operational excellence of the customer service team, focusing on high performance standards, adherence to service-level agreements (SLAs), response times, and customer satisfaction (CSAT) scores.

What qualifications are needed for this position?

Candidates need 3-5 years of experience managing a customer service team, preferably in e-commerce or the pet industry, along with strong operational expertise, exceptional communication skills, and experience managing omnichannel customer interactions.

Who does the Senior Manager, Customer Service Operations report to?

This position reports directly to the Senior Director of Customer Experience.

Is experience with outsourced customer service operations required?

Yes, the role requires adaptability and comfort in managing both in-house and outsourced (BPO) teams.

What type of working environment does Open Farm offer?

Open Farm offers a structured hybrid work environment where employees are expected to be in the office at least two days a week, specifically on Tuesdays and Thursdays.

How does Open Farm support employee collaboration?

Open Farm emphasizes collaboration by having all employees in the office for three consecutive days each month for alignment and connection across the team.

What are some key responsibilities of this role?

Key responsibilities include overseeing daily customer service operations, developing QA and coaching programs, managing onboarding and training, driving operational efficiency, and collaborating with cross-functional partners.

What is the focus of Open Farm's products?

Open Farm focuses on providing premium, healthy pet food made from ethically sourced ingredients, establishing partnerships with organizations that prioritize animal and environmental welfare.

What values does Open Farm uphold?

Open Farm's values include raising the bar, opening the barn doors, dreaming big, grazing lightly, being customer-obsessed, and being one team.

Does Open Farm encourage diversity in its hiring process?

Yes, Open Farm values diversity in its workforce and encourages applications from all qualified individuals.

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Open Farm Pet

For the obsessed, by the obsessed. Ethically & sustainably sourced pet food.

Retail & Consumer Goods
Industry
51-200
Employees
2014
Founded Year

Mission & Purpose

Based in Toronto, Open Farm is one of the fastest growing pet food companies in North America. We focus on producing premium, healthy food and treats for pets, all ethically sourced from farm-to-bowl. We believe the best foods are made with consciously sourced, top quality ingredients from farmers and fisheries doing things the right way. That’s why we are proud to call ourselves the first pet food partner of Certified Humane, and have also built strong partnerships with other leading animal welfare and sustainability certifications including Global Animal Partnership, Ocean Wise and Seafood Watch.