Customer Service Operations Manager

Do you have a passion for managing customer service and driving operational excellence? We’re hiring an Operations Manager, Customer Service for our company’s headquarters in Bridgeton, Missouri. If you possess:

• Experience in managing and leading a team of front-line customer service agents
• Ability to lead and manage engagement, productivity, and performance
• Bachelor’s degree required; master’s degree preferred.

Hunter could be a great fit for you! Family-owned since 1946, Hunter Engineering is the global industry leader in wheel alignment systems, wheel balancing systems, vehicle inspection systems, and more. Hunter equipment, made in America, is approved and used by vehicle manufacturers, tire companies, and dealers in over 130 countries. The St. Louis Business Journal named Hunter a 2024 finalist for the Best Places to Work award.

The Customer Service Operations Manager will lead our customer service team, drive operational excellence, and partner with key stakeholders to enhance the customer experience. This role will work closely with our Business Intelligence Team to leverage data insights and voice of the customer (VoC) feedback to implement impactful strategies and initiatives.

What you will do:

• Manage and lead a team of front-line customer service agents, ensuring high levels of engagement, productivity, and performance.
• Implement systems to capture and analyze voice of the customer (VoC) data, ensuring actionable feedback is incorporated into process improvement initiatives.
• Partner with the Business Intelligence Team to develop data-driven strategies that enhance the customer experience and operational efficiency.
• Design, implement, and monitor customer service KPIs, providing regular updates and insights to senior management.
• Develop training programs and resources to continually enhance the skills and effectiveness of the customer service team.
• Proactively identify and address operational challenges, ensuring smooth workflows and service-level agreements (SLAs) adherence.
• Oversee the development and optimization of customer service processes, ensuring alignment with organizational goals and customer needs.
• Build and foster a customer-first culture, ensuring all decisions and initiatives prioritize the needs and satisfaction of our clients.
• Collaborate with cross-functional teams, including Sales, Operations, and Logistics, to resolve complex customer issues and improve service delivery.
• Additional duties as assigned.

Additional Qualifications Include:

• Bachelor’s degree in business, Operations Management, or a related field; master’s degree preferred.
• 3+ years of experience in customer service operations, with a proven track record of managing high-performing teams.
• Experience in capturing, analyzing, and utilizing voice of the customer (VoC) data to improve processes and customer satisfaction.
• Strong communication and leadership skills that inspire and guide a team toward achieving goals.
• Proficiency in customer relationship management (CRM) tools, data analysis platforms (e.g., Power BI), and Microsoft Office Suite.
• Demo