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The differences between customer service/operations managers and customer service managers can be seen in a few details. Each job has different responsibilities and duties. It typically takes 4-6 years to become both a customer service/operations manager and a customer service manager. Additionally, a customer service/operations manager has an average salary of $69,350, which is higher than the $61,487 average annual salary of a customer service manager.
The top three skills for a customer service/operations manager include customer satisfaction, ISO and logistics. The most important skills for a customer service manager are strong customer service, payroll, and customer satisfaction.
| Customer Service/Operations Manager | Customer Service Manager | |
| Yearly salary | $69,350 | $61,487 |
| Hourly rate | $33.34 | $29.56 |
| Growth rate | 6% | 6% |
| Number of jobs | 249,856 | 313,110 |
| Job satisfaction | - | 5 |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 46% |
| Average age | 44 | 44 |
| Years of experience | 6 | 6 |
A customer service/operations manager is primarily in charge of spearheading and overseeing the efforts of a customer service team, ensuring efficiency and client satisfaction. Their responsibilities include setting goals and objectives, establishing guidelines and schedules, managing the employees, creating new programs for customers, and developing strategies to optimize customer service operations. They may also participate in reaching out to clients through calls and correspondence, resolving issues promptly and professionally. Furthermore, as a manager, it is essential to lead and encourage teams to reach goals, all while implementing the company's policies and regulations.
Customer service managers are in charge of overseeing a group of customer service associates. They ensure that key metrics are met by the employees. These metrics usually include average handling time and customer satisfaction ratings. They also give coaching to employees who might need additional guidance in reaching team goals. Customer service managers are expected to have had experience on the operations floor to balance their role as a strategic leader and a people manager. They should have customer service skills, decision-making skills, and communication skills.
Customer service/operations managers and customer service managers have different pay scales, as shown below.
| Customer Service/Operations Manager | Customer Service Manager | |
| Average salary | $69,350 | $61,487 |
| Salary range | Between $48,000 And $98,000 | Between $35,000 And $105,000 |
| Highest paying City | Bay Shore, NY | Washington, DC |
| Highest paying state | New Jersey | New Jersey |
| Best paying company | Xerox | KLA |
| Best paying industry | Finance | Manufacturing |
There are a few differences between a customer service/operations manager and a customer service manager in terms of educational background:
| Customer Service/Operations Manager | Customer Service Manager | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 46% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | University of Pennsylvania |
Here are the differences between customer service/operations managers' and customer service managers' demographics:
| Customer Service/Operations Manager | Customer Service Manager | |
| Average age | 44 | 44 |
| Gender ratio | Male, 50.2% Female, 49.8% | Male, 37.0% Female, 63.0% |
| Race ratio | Black or African American, 6.2% Unknown, 4.3% Hispanic or Latino, 15.2% Asian, 6.4% White, 67.4% American Indian and Alaska Native, 0.5% | Black or African American, 6.3% Unknown, 4.3% Hispanic or Latino, 15.5% Asian, 6.4% White, 67.0% American Indian and Alaska Native, 0.5% |
| LGBT Percentage | 10% | 10% |