Customer Service Operations Manager (Interim)

Job Description

Are you a leader who thrives on nurturing talent and driving teams to success?

We’re looking for an Interim Customer Service Operations Manager to lead, nurture and empower our Enfield operations team to success. This role is temporary for the remainder of our office- transition period (through August 2026) and will have responsibility for leading our US operations team based in Enfield, CT and remote advisors. It will require a Best of Both hybrid presence in the Enfield office through August of 2026.

Our mission in CSE is to be the champions of consumers and guardians of the LEGO Group’s play promise. Our vision is to innovate the future of service, deepen consumer engagement and be a reason why people choose our brand.

You will lead a high-performing team of team leaders responsible for approximately 100 Advisors. You’ll play a key role in driving strong operational results that deliver excellence to our consumers and shoppers as well as great employee experiences. The ideal candidate will have a strong background in people leadership, contact center operations, continuous improvement and change management.

Key Responsibilities:

• Operations leadership of a team of approximately 100 employees, leading through multiple layers with direct line management of team leaders, supporting their development to create high-performing teams

• Site leadership and strong collaboration with other Enfield based CSE senior leaders to support local employees through the Project Blossom transition period

• Active partnership with other members of the AMS Operations Leadership Team and key CSE stakeholders to deliver strong operational results from the Enfield and remote sites

• Driving a results-focused team culture with a balanced approach to productivity and quality

• Root cause analysis of poor performance, attrition and absence and taking appropriate actions

• Coaching and people development to help employees reach their full potential, maximize their contribution at work and achieve their personal development goals

• Management of disciplinary and employee relations processes with PPC support

• Co-creation and follow-through of Pulse action plans that lead to strong staff motivation & satisfaction

• Strong change leadership to bring your team successfully through our office transition and Enfield closure in 2026

• Support AMS recruitment efforts for seasonal staffing needs

Play your part in our team succeeding

Our consumers depend on us to deliver consistent and reliable service across all channels of communication. The Operations Manager will need to have the passion to lead, develop & encourage the team through active role modeling of our Leadership Playground behaviors of being “Brave, Curious and Focused” as well as strong collaboration and site leadership with other Enfield based senior leaders. Striking the right balance between running a productive operation, delivering awesome customer experiences, and maximizing employee engagement is key to this role.

Do you have what it takes:

• Equivalent work experience with proven capabilities in leading teams and managing direct reports

• Exceptional ability to balance inspirational people leadership with a strong focus on operational results

• Demonstrated ability and passion for leading and developing high performing, engaged teams

• Ability to optimize leadership performance within a multi-tiered organizational structure

• Proven experience in successfully managing and guiding remote teams and individual contributors

• Background in recruitment and onboarding processes

• Strong communication and presentation abilities

Additional details on this position:

• This position will be based in Enfield, CT and will be an interim role that will end August 2026 
• Our workplace enables our LEGO® colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3-day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.

Compensation

The salary for this position has a range of $100,906.00 - $151,360.00 based on anticipated responsibilities, market benchmarks, and organizational constraints. The LEGO Group carefully considers a wide range of compensation factors, including but not limited to prior experience, skills, expertise, location, internal equity, and other considerations permitted by law. The comprehensive remuneration detai