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Become A Customer Operations Manager

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Working As A Customer Operations Manager

  • Making Decisions and Solving Problems
  • Communicating with Supervisors, Peers, or Subordinates
  • Getting Information
  • Coordinating the Work and Activities of Others
  • Guiding, Directing, and Motivating Subordinates
  • Deal with People

  • Make Decisions

  • Stressful

  • $102,500

    Average Salary

What Does A Customer Operations Manager Do At McKesson

* Ensure that each employee has the tools & receives the coaching/mentoring necessary to maximize their potential.
* Ensure all performance metrics are achieved.
* Understand internal customer needs and issues and how your team processes affect customer satisfaction.
* Understand the business processes to enable management of bottom line business results.
* Create and manage the budget for the local customer service site.
* Manage toward business objectives.
* Effectively manage relationships with internal & external business partners.
* Manage escalated HR issues.
* Acts on behalf of Director as required.
* Manage fiscal year budget to ensure total expenses do not exceed incoming allocations
* Manage staffing to ensure we are staffed to support call volume, handle time, and hours of operation for all lines of business
* Ability to react quickly to business changes to reduce or increase headcount and negotiate allocation increases due to staffing needs
* Minimum Requirements
* years technical customer support experience including 2 years managerial/leadership experience
* Critical Skills
* Ability to lead a technical team of pharmacy system trouble-shooting technicians to customer resolution
* Additional Knowledge & Skills
* Knowledge of Pharmacy Operating Systems
* Understanding of Pharmacy Adjudication
* Aptitude for Technical Support
* Customer Escalations
* Leadership Abilities
* Change Management
* Interpersonal Communication
* Diversity Management
* Business Acumen
* Critical Thinking
* Strategic Management
* Customer Astuteness
* Conceptual Thinking
* Analytical
* Relationship Management
* Specialized Knowledge/Skills Required
* Staff Development
* Financial Budget Management
* Hiring / Selection Skills
* Computer Proficiency
* Project Management Skills
* Organizational Planning
* Demonstrated Organization and Time Management Skills
* Education
* year degree in business or related field or equivalent experience.
* Physical Requirements
* General Office Demands
* Benefits & Company Statement
* McKesson believes superior performance – individual and team – that helps us drive innovations and solutions to promote better health should be recognized and rewarded.
* We provide a competitive compensation program to attract, retain and motivate a high-performance workforce, and it’s flexible enough to meet the different needs of our diverse employee population.
* We are in the business of better health and we touch the lives of patients in virtually every aspect of healthcare.
* We partner with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting.
* But we can’t do it without you.
* Every single McKesson employee contributes to our mission—whatever your title, whatever your role, you act as a catalyst in a chain of events that helps millions of people all over the globe.
* Talented, compassionate people are the future of our company—and of healthcare.
* At McKesson, you’ll collaborate on the products and solutions that help us carry out our mission to improve lives and advance healthcare.
* Working here is your opportunity to shape an industry that’s vital to us all.
* McKesson is an equal opportunity and affirmative action employer – minorities/females/veterans/persons with disabilities.
* Qualified applicants will not be disqualified from consideration for employment based upon criminal history.
* Agency Statement
* No agencies please

What Does A Customer Operations Manager Do At Fitbit

* Responsible for the overall operational performance of, and daily communication with their assigned outsourced sites (contact volumes, key performance indicators/metrics, corrective action reporting, performance plans, trends, staffing, client/project content changes, etc.).
* Oversee all aspects of people management within global outsourced contact centers and Fitbit Customer Support team including: recruitment, selection, training, performance management, coaching and motivation.
* Recommend and implement short-term and long-term solutions that will improve overall customer experience and report, analyze and exceed customer satisfaction targets.
* Drive process improvements, best-practice sharing and standardization across global operations processes.
* Analyze trends and drive improvements related to contact volume, schedule adherence, shrinkage and attrition.
* Relentlessly work to identify improvements in operational effectiveness and efficiency that will drive increases in customer satisfaction, quality and other key performance indicators.
* Lead and participate in cross-functional projects within Fitbit and/or with our outsourced partners

What Does A Customer Operations Manager Do At Geisinger Health System

* Participates in development of performance standards for Customer Service teams, evaluates actual performance against standards, and implements action plans for improvement.
* Manages resource allocation in order to realize efficient production.
* Maintains compliance of the Customer Service operation with regulatory and accrediting agencies, including but not limited to claims payment timeliness and enrollment/disenrollment requirements.
* Acts as a liaison between all customer service teams and other departments, including but not limited to PNM, Sales & Marketing, Medical Management, CSST, and Finance.
* Develops training and policy development goals and provides oversight to ensure the goals and program are aligned with Customer Service operation goals.
* Maintains decision making authority with regard to clients, employers, vendors, regulators, providers and occasional legislators.
* Works closely with the Customer Service Support Team to continually assess the effectiveness of the Quality Assurance program, and make recommendations for revisions as needed.
* Performs supervisory functions of departmental recruiting, hiring, training, discipline and counseling.
* Develops and maintains job descriptions for existing and additional staffing needs.
* Performs performance appraisals on direct reports.
* Assists in preparation of annual department budgets.
* Performs other duties as required or assigned for which the employee is qualified to perform.
* Denotes essential job functions

What Does A Customer Operations Manager Do At DHL Global Forwarding

* Manages and coordinates customs clearance activities in an efficient and cost effective manner
* Ensures compliance with federal and foreign regulations governing the shipment, receipt and documentation of imported/exported products being shipped through all DGF facilities
* Implements and trains on policies, procedures and service standards for customs clearance operations
* Ensures all policies and procedures are consistently administered
* Has input into the development of polices based on skill set and experience
* Responsible for meeting key performance indicators targets for a given product
* Responsible for hiring, coaching, training, and developing subordinate staff
* Assigns work, sets completion dates, reviews work, and manages performance in accordance with organizational policies, procedures, and performance management processes

What Does A Customer Operations Manager Do At Datrose

* Workload, Processes & Customer Service
* Assure daily staffing levels are maintained to meet package and mail delivery objectives.
* Ensure adherence to customer’s process specifications for all tasks in areas of responsibility.
* Ensure all customer expectations are met on a daily basis.
* Provide explanation to customer and management when not met, including corrective action plan.
* Communicate effectively and frequently with customer.
* Attend and participate actively in status meetings.
* Solicit customer feedback to improve service.
* Maintain and report valid measurements on all reporting positions to customer and headquarters.
* Find resolution to all technical problems/concerns that escalate from the customer as well as employees.
* Ability to perform all jobs within the department.
* Evaluate workload by direct observation and through the use of system scheduling if available.
* Schedule and monitor cross training of employees on all tasks.
* Responsible for frequent communication with contract Operations Manager on workload, staffing and customer concerns.
* Communicate with customer managers on issues that may affect commitments (sick, vacation, backup support, etc.).
* Provide them with solutions.
* Maintain professional appearance in all areas.
* Managing People:
* Ensure employees are meeting all job expectations including quality and productivity standards..
* Ensure desk, package and mailroom procedures are available and up-to-date for all positions.
* Responsible for goal and objective setting for teams.
* Provide regular, ongoing performance feedback to employees including formal performance appraisals at three months for new hires and annually thereafter.
* Ensure timeliness, consistency, thoroughness and fairness when completing.
* Responsible for formal employee recognition and ensuring ongoing informal recognition is given to employees.
* Provide disciplinary action as necessary according to company procedures, and documenting all incidents in a timely manner.
* Responsible for termination of employees for departments managed, ensuring adherence to procedures, use of proper form, consistency, and legality.
* Motivate staff for increased results.
* Train employees and encourage ongoing training & development and growth.
* Show respect and value for diversity in the workplace.
* Responsible for providing a safe work environment.
* If an accident does occur, ensure that accident report(s) are filled out and submitted immediately and forwarded to the Human Resources department.
* Other duties as assigned

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How To Become A Customer Operations Manager

Although education and training requirements vary widely by position and industry, many top executives have at least a bachelor’s degree and a considerable amount of work experience. 

Education

Many top executives have a bachelor’s or master’s degree in business administration or in an area related to their field of work. Top executives in the public sector often have a degree in business administration, public administration, law, or the liberal arts. Top executives of large corporations often have a master’s degree in business administration (MBA).

College presidents and school superintendents are typically required to have a master’s degree, although a doctorate is often preferred.

Although many mayors, governors, or other public sector executives have at least a bachelor’s degree, these positions typically do not have any specific education requirements.

Work Experience in a Related Occupation

Many top executives advance within their own firm, moving up from lower level managerial or supervisory positions. However, other companies may prefer to hire qualified candidates from outside their organization. Top executives who are promoted from lower level positions may be able to substitute experience for education to move up in the company. For example, in industries such as retail trade or transportation, workers without a college degree may work their way up to higher levels within the company to become executives or general managers.

Chief executives typically need extensive managerial experience. Executives are also expected to have experience in the organization’s area of specialty. Most general and operations managers hired from outside an organization need lower level supervisory or management experience in a related field.

Some general managers advance to higher level managerial or executive positions. Company training programs, executive development programs, and certification can often benefit managers or executives hoping to advance.

Important Qualities

Communication skills. Top executives must be able to communicate clearly and persuasively. They must effectively discuss issues and negotiate with others, direct subordinates, and explain their policies and decisions to those within and outside the organization.

Decisionmaking skills. Top executives need decisionmaking skills when setting policies and managing an organization. They must assess different options and choose the best course of action, often daily.

Leadership skills. Top executives must be able to lead an organization successfully by coordinating policies, people, and resources.

Management skills. Top executives must shape and direct the operations of an organization. For example, they must manage business plans, employees, and budgets.

Problem-solving skills. Top executives need to identify and resolve issues within an organization. They must be able to recognize shortcomings and effectively carry out solutions.

Time-management skills. Top executives do many tasks at the same time, typically under their own direction, to ensure that their work gets done and that they meet their goals.

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Customer Operations Manager jobs

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Customer Operations Manager Career Paths

Customer Operations Manager Demographics

Gender

  • Male

    55.0%
  • Female

    43.4%
  • Unknown

    1.6%

Ethnicity

  • White

    80.9%
  • Hispanic or Latino

    10.4%
  • Asian

    6.5%
  • Unknown

    1.5%
  • Black or African American

    0.7%
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Languages Spoken

  • Spanish

    50.0%
  • Portuguese

    12.5%
  • German

    6.3%
  • Japanese

    6.3%
  • French

    6.3%
  • Carrier

    6.3%
  • Occidental

    3.1%
  • Slovak

    3.1%
  • Polish

    3.1%
  • Italian

    3.1%
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Customer Operations Manager

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Customer Operations Manager Education

Customer Operations Manager

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Real Customer Operations Manager Salaries

Job Title Company Location Start Date Salary
Customer Support Operations Manager Simplivity Corporation Westborough, MA Jun 08, 2015 $150,000
Performance Improvement-Customer Operations-Manager Ernst & Young U.S. LLP Atlanta, GA May 04, 2015 $150,000
Fso-Performance Improvement-Customer Operations Manager Ernst & Young U.S. LLP New York, NY Feb 23, 2016 $132,560 -
$137,400
Fso-Performance Improvement-Customer Operations Manager Ernst & Young U.S. LLP New York, NY Mar 25, 2016 $132,560 -
$137,400
Customer Operations Manager ZT Group Int'l, Inc. Secaucus, NJ Nov 15, 2016 $130,208
Customer Analytics Support Operations Manager IBM Corporation Austin, TX Aug 17, 2016 $113,753 -
$188,748
Customer Operations Manager ZT Group Int'l, Inc. Secaucus, NJ Sep 30, 2015 $112,000
Customer Operations Manager ZT Group Int'l, Inc. Secaucus, NJ Aug 29, 2016 $110,000
Manager, Customer Support Operations Movik Networks, Inc. Westford, MA Dec 15, 2011 $105,000 -
$115,000
Customer Success Operations Manager Xactly Corporation San Jose, CA Aug 08, 2016 $100,000
Customer Operations Manager Motorola Mobility LLC Chicago, IL Feb 08, 2014 $97,115 -
$118,700
Customer Operations Manager Microsoft Corporation Fort Lauderdale, FL Jan 01, 2014 $95,930
Customer Response Manager-OPS Oracle America, Inc. Columbia, MD Nov 18, 2014 $89,102
Customization Operations Manager Kuehne + Nagel Inc. Southaven, MS Sep 01, 2013 $85,000 -
$95,000
Customer Operations Manager Quantivo Corporation Emeryville, CA Dec 01, 2011 $75,000
Customer Operations Manager Quantivo Corporation Emeryville, CA Sep 04, 2012 $75,000
Customer Operations Manager RAI Stone Group LLC Golden Valley, MN Oct 20, 2009 $60,000
Customer Operations Manager RAI Stone Group LLC Golden Valley, MN May 20, 2010 $60,000
Customer Operations Manager RAI Stone Group LLC Golden Valley, MN Oct 01, 2009 $60,000
Customer Operations Manager Pharmaforce, Inc. Columbus, OH Oct 01, 2009 $60,000

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Top Skills for A Customer Operations Manager

CustomerServiceRepresentativesProceduresEnsureComplianceEnsureCustomerSatisfactionCustomerOperationsDeliveryFinancialISOCustomerSupportSafetyPayrollCustomerCarePAuditDirectReportsLogisticsTechnicalSupportKeyPerformanceIndicatorsResourceAdditional

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Top Customer Operations Manager Skills

  1. Customer Service Representatives
  2. Procedures
  3. Ensure Compliance
You can check out examples of real life uses of top skills on resumes here:
  • Managed 4 customer service representatives in a prestigious investment firm.
  • Managed and tracked inventory levels; Developed & implemented new processes and procedures.
  • Audit inventory levels to ensure compliance of corporate mandated policies and procedures.
  • Maintain customer relations and ensure customer satisfaction.
  • Assumed increased responsibility for Customer Operations Team in addition to Inside Sales role.

Top Customer Operations Manager Employers

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