Senior Manager - Operations

As a Senior Manager Operations at unifyCX, you will play a crucial role in leading our customer service and technical support functions to ensure seamless service delivery, adherence to SLAs, and high levels of customer satisfaction. Your responsibilities will include overseeing end-to-end operations for tech support and customer service, monitoring service levels across all support channels, driving initiatives to improve key support metrics, implementing and optimizing SOPs and workflows, and collaborating with cross-functional teams to drive product/service improvements. You will be responsible for using data and dashboards to analyze performance, identifying trends, and developing action plans to address any gaps or inefficiencies. Additionally, you will lead, mentor, and grow a high-performing team of team leads, supervisors, and support agents, ensuring consistent service quality and technical competence. Partnering with WFM and Quality Assurance teams, you will ensure resource alignment, forecasting, and process adherence, as well as manage external support vendors or BPOs to meet performance, compliance, and quality standards. To qualify for this role, you should have a Bachelor's degree in Business, Technology, or a related field (MBA or equivalent preferred) along with 8+ years of experience in customer service or technical support operations, including at least 3 years in a leadership role. Strong understanding of SLA management, CSAT measurement, and customer lifecycle strategies is required, as well as experience with CRM/helpdesk platforms and support analytics tools. Your proven track record of driving operational KPIs and improving customer experience in tech-driven environments, coupled with excellent leadership, communication, and stakeholder management skills, will be essential for success in this role. Key competencies for this position include SLA and CSAT ownership, team leadership and development, customer-centric thinking, process optimization and automation, data-driven decision making, multi-channel support management, crisis and escalation handling, and cross-functional collaboration. If you are a results-oriented professional with a passion for delivering exceptional customer experiences and driving operational efficiency, we invite you to join our dynamic team at unifyCX and make a positive impact in the world of global business process outsourcing.,