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Customer operations manager skills for your resume and career

Updated January 8, 2025

6 min read

Quoted experts

Karen Kus,

Nina Woodard

Below we've compiled a list of the most critical customer operations manager skills. We ranked the top skills for customer operations managers based on the percentage of resumes they appeared on. For example, 9.0% of customer operations manager resumes contained customer operations as a skill. Continue reading to find out what skills a customer operations manager needs to be successful in the workplace.

15 customer operations manager skills for your resume and career

1. Customer Operations

Customer operations primarily involve customer service duties. It aims to provide efficient services and ensure client satisfaction, building positive relationships in the process.

Here's how customer operations managers use customer operations:

Reviewed and monitored Customer Operations Coordinator service levels to ensure continuing customer satisfaction and oversaw the day-to-day operations of Customer Service.
Interviewed & hired customer operations representatives, rewarded & monitored performance, addressed complaints & resolved issues.

2. Logistics

Logistics is a complete organization and implementation of a problem. Logistics are often considered in a complex business operation, as some works need detailed plannings. Logistics are also used in military action.

Here's how customer operations managers use logistics:

Manage team of logistics associates responsible for arranging transportation of approximately 20,000 temperature controlled loads each year.
Defined and implemented reverse logistics policies, processes and system requirements.

3. Project Management

Here's how customer operations managers use project management:

Shared project experience and best practices, knowledge of project management processes, tasks and tools with other Country Teams.
Managed all project management activities for all products and customers.

4. Process Improvement

Here's how customer operations managers use process improvement:

Utilized Business Process Improvement (BPI) methodology to develop and implement a new collaborative support for high complexity enterprise customers.
Collaborated effectively with c-level leadership while participating and/or leading process improvement initiatives and championing change management to enable operational excellence.

5. Customer Support

Here's how customer operations managers use customer support:

Developed customer support strategy and technical troubleshooting processes and tools.
Established Customer Support Team for Serbia operations.

6. Customer Care

Customer care, also known as customer service, is a one-to-one interaction between the consumer of a company and its representative.

Here's how customer operations managers use customer care:

Developed an internal complaint follow up group within Customer Care resulting in a decrease in logged complaints by 30%.
Ensured that Floor Supervisors were held to a high standard that gravitated down to Customer Care Agents.

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7. Performance Reviews

Performance reviews refer to the official evaluation of a worker's performance done by the manager. The evaluation then helps the superior identify the worker's strengths and weaknesses and offers valuable feedback to help him overcome his shortcomings. This assessment also helps a worker set a future goal for himself and identify ways to better his future performance. Performance Reviews may be done on a monthly or yearly basis, depending on the company.

Here's how customer operations managers use performance reviews:

Perform vendor/supplier performance reviews and issue scorecard/ratings with results and areas for improvement on quarterly basis.
Developed and retained employees via daily huddles, monthly discussion reviews and annual performance reviews.

8. Continuous Improvement

Continuous improvement is an ongoing process of improvement of products, services, and processes with the help of innovative ideas. It is an organized approach that helps an organization to find its weaknesses and improve them.

Here's how customer operations managers use continuous improvement:

Maintained awareness of Key Performance Indicators and actively drove the organization to meet client objectives toward continuous improvement.
Established departmental goals, administered performance evaluations and delivered training, ensuring continuous improvement for all staff.

9. Direct Reports

Here's how customer operations managers use direct reports:

Provide leadership to direct reports; communicating effectively; ensuring strong customer relationships across various levels of the client organization.
Direct supervisory responsibilities to six direct reports and sixty indirect reports.

10. Customer Satisfaction

Here's how customer operations managers use customer satisfaction:

Supported customer satisfaction by implementing recovery tools, handling complex customer complaints and providing feedback to sales regarding dissatisfied customers.
Managed performance measures, provided results reports, administered improvement action plans resulting in exceptional external customer satisfaction scores.

11. ERP

Enterprise Resource Planning (ERP) is computer software used by major corporations and organizations for conducting their management and accounting tasks efficiently. ERP systems bind different business processes with each other allowing smoother flow of data between them resulting in swift project assessment and completion.

Here's how customer operations managers use erp:

Rendered support to the EMEA business by recommending and implementing enterprise resource planning (ERP) system upgrades.
Assisted on the implementation of a new ERP system to improve workflows and enhance effectiveness

12. CRM

CRM stands for Customer relationship management and it is a complete process through which a business or organization monitors and administers its interactions with the customers. A process in which large amounts of data are collected through marketing via a company's website, polls, surveys, and other social media applications. The basic goal of CRM is to target the right audience for their product, and then fulfill their needs, to increase the sales and revenue of the company.

Here's how customer operations managers use crm:

Spearheaded inaugural inbound/outbound telesales CRM initiatives to achieve greater usage of open home equity lines of credit.
Managed and coordinated departmental CRM software platform transition and established best practices and SLA expectations.

13. ISO

Here's how customer operations managers use iso:

Implemented quality management system with ISO 9001 compliant operations manuals covering contracted customer SOW for five Dallas-Fort Worth area sites.
Implemented standardized processes and written work instructions to meet ISO certification requirements, which have been renewed annually since 2002.

14. Customer Complaints

Here's how customer operations managers use customer complaints:

Received inbound calls and resolved customer complaints by initiating corrective action and solutions.
Processed refunds and resolved escalated customer complaints which contributed to customer retention.

15. KPIs

Here's how customer operations managers use kpis:

Managed national escalation budget of $1 million for international vendor along with KPIs for 39 market escalation teams.
Innovated and maintained operational metrics to measure, track and analyze various key performance indicators (KPIs).

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What skills help Customer Operations Managers find jobs?

Tell us what job you are looking for, we’ll show you what skills employers want.

What skills stand out on customer operations manager resumes?

Karen Kus

Assistant Director of Career Services, SUNY Potsdam

Employers hiring candidates with a history degree are seeking transferable skills that can be applied in various roles and settings. These skills include writing, communication, research, organization, computer-based skills, and problem-solving. The best thing a candidate can do to increase marketability is to elaborate on how they obtained or utilized those skills, rather than simply listing them. Employers need to have an understanding of how you made use of your skill and what results came from your actions. Make these skills shine on your resume by giving them substance.

What customer operations manager skills would you recommend for someone trying to advance their career?

Nina Woodard

Senior Career Development Specialist, Belmont University

For entertainment, digital marketing and content creation skills are critical. Even if a role isn't specifically connected to digital marketing, social media is almost always involved in most entry-level roles. We strongly encourage students and recent graduates to learn basic graphic design platforms, video editing and audio editing. Learning how to maximize impact on social media platforms such as YouTube, Instagram or TikTok is also a worthy investment of time. There's a wide range of self-paced training resources online, many available for free or at reduced costs for students.

What type of skills will young customer operations managers need?

Craig Nathanson Ph.D.

Adjunct Lecturer, Sonoma State University

I see the essential human skills gaining importance to build a new post-covid work life. These include creativity, leading and working in teams, writing, speaking, being self-aware, and lowering bias and networking; career branding as critical areas for graduates to focus on now.

What technical skills for a customer operations manager stand out to employers?

Dr. Mary Kern Ph.D.

Associate Professor, Zicklin School of Business at Baruch College - City University of New York

- Clearly, the ability to use different forms of communication technology has become key, and as these forms evolve rapidly, employers are look for an ability to adapt, adopt, and teach them to their colleagues.

- Evidence-based management and decision-making are playing a much larger role in organizations, and thus the ability to work with quantitative data to understand situations and to help make decisions is crucial.

What soft skills should all customer operations managers possess?

Steven Bauer

Visiting Professor of Marketing, Pepperdine University, Seaver College

The new hybrid world will make leading teams more challenging. This reality will put a premium on interpersonal skills. When the NASA astronaut, Richard Arnold, spoke at Pepperdine in 2019, he mentioned that team building was the single most important ability undergraduates could develop to become a good astronaut. The same holds for graduates wanting to go into business, particularly in the post coronavirus era. As part of their skills in this area, graduates will also need to be able and committed to addressing issues in the areas of diversity, equity and inclusion.

Do you want to know more?

List of customer operations manager skills to add to your resume

The most important skills for a customer operations manager resume and required skills for a customer operations manager to have include:

Customer Operations
Logistics
Project Management
Process Improvement
Customer Support
Customer Care
Performance Reviews
Continuous Improvement
Direct Reports
Customer Satisfaction
ERP
CRM
ISO
Customer Complaints
KPIs
Technical Support
Team Training

Employee Development
Customer Issues
Performance Metrics
Post Sales
Customer Expectations
Level Agreements
Customer Retention
QA
Inventory Management
SLA
Payroll
Business Processes
Business Objectives
Customer Inquiries
Sigma
Front End
Technical Problems

Customer Orders
Service Issues
Cost Savings
Operational Support
Performance Standards
ACD
Customer Accounts
HR
Customer Calls
Customer Relations
Billing Issues
SOX
Management System
Technical Issues
Ongoing Management
Inbound Calls

Updated January 8, 2025

Zippia Team

Editorial Staff

The Zippia Research Team has spent countless hours reviewing resumes, job postings, and government data to determine what goes into getting a job in each phase of life. Professional writers and data scientists comprise the Zippia Research Team.

Updated January 8, 2025

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