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The differences between customer service/operations managers and senior service managers can be seen in a few details. Each job has different responsibilities and duties. While it typically takes 4-6 years to become a customer service/operations manager, becoming a senior service manager takes usually requires 6-8 years. Additionally, a senior service manager has an average salary of $129,065, which is higher than the $69,350 average annual salary of a customer service/operations manager.
The top three skills for a customer service/operations manager include customer satisfaction, ISO and logistics. The most important skills for a senior service manager are project management, client relationships, and business development.
| Customer Service/Operations Manager | Senior Service Manager | |
| Yearly salary | $69,350 | $129,065 |
| Hourly rate | $33.34 | $62.05 |
| Growth rate | 6% | 16% |
| Number of jobs | 249,856 | 200,790 |
| Job satisfaction | - | - |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 68% |
| Average age | 44 | 47 |
| Years of experience | 6 | 8 |
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.
Senior Service Managers are roles usually present in a Business Process Outsourcing (BPO) company or a shared service structure. They manage the service level agreement between their company and their clients. They oversee the employees who are expected to hit the targets and ensure that they would consistently meet these targets. Senior Service Managers are decision-makers. They make strategic decisions to ensure that the operations department runs smoothly and would be able to achieve its service level agreements with clients. Senior Service Managers also manage stakeholders. They create professional working relationships with clients, and they are expected to maintain and keep client accounts.
Customer service/operations managers and senior service managers have different pay scales, as shown below.
| Customer Service/Operations Manager | Senior Service Manager | |
| Average salary | $69,350 | $129,065 |
| Salary range | Between $48,000 And $98,000 | Between $92,000 And $179,000 |
| Highest paying City | Bay Shore, NY | San Francisco, CA |
| Highest paying state | New Jersey | California |
| Best paying company | Xerox | NVIDIA |
| Best paying industry | Finance | Professional |
There are a few differences between a customer service/operations manager and a senior service manager in terms of educational background:
| Customer Service/Operations Manager | Senior Service Manager | |
| Most common degree | Bachelor's Degree, 56% | Bachelor's Degree, 68% |
| Most common major | Business | Business |
| Most common college | University of Pennsylvania | Carnegie Mellon University |
Here are the differences between customer service/operations managers' and senior service managers' demographics:
| Customer Service/Operations Manager | Senior Service Manager | |
| Average age | 44 | 47 |
| Gender ratio | Male, 50.2% Female, 49.8% | Male, 66.8% Female, 33.2% |
| 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, 6.7% Unknown, 5.2% Hispanic or Latino, 10.0% Asian, 12.6% White, 65.2% American Indian and Alaska Native, 0.2% |
| LGBT Percentage | 10% | 11% |