Customer Care Operations Manager (D2C Contact Center)

Position Overview

Call Center Operations Manager - Direct-to-Consumer (D2C)

We are seeking a highly experienced Call Center Operations Manager to lead our growing direct-to-consumer (D2C) customer care team. This role is ideal for a leader who has managed high-volume consumer support centers, driven operational KPIs, built teams, and delivered exceptional customer experiences across phone, chat, email, and social channels. You will oversee day-to-day operations, team performance, workforce management, quality assurance, escalations, and continuous process improvement. This is an operational leadership role - not account management or sales.

Location: Miami, FL (On-site)

Employment Type:

Key Responsibilities

• Lead and manage the daily operations of our in-house D2C call center, ensuring world-class service quality and response times.
• Oversee a team of customer care agents, supervisors, and leads across all support channels (phone, chat, email, SMS).
• Drive performance across core KPIs, including AHT, FCR, CSAT, NPS, SLA adherence, QA scores, and staffing efficiency.
• Implement and optimize call routing, workflows, knowledge bases, and SOPs to improve operational consistency and customer outcomes.
• Own the escalation management process, including chargebacks, refunds, complaints, and customer sentiment recovery.
• Partner cross-functionally with Fulfillment, Logistics, Product, Marketing, and eCommerce to resolve consumer issues at the root cause level.
• Build workforce schedules, forecast call volumes, and manage staffing needs to meet demand.
• Identify and execute improvements in tools, technology, scripts, training, and processes.
• Report on performance, trends, and improvements to senior leadership on a weekly and monthly basis.
• Champion a culture of customer obsession, coaching, accountability, and continuous improvement.

Required Qualifications

• 5+ years of experience managing call centers, contact centers, or customer care operations (required).
• Experience supporting direct-to-consumer (D2C) brands, e-commerce, retail, or fast-paced consumer environments.
• Proven success leading large teams of customer care agents and achieving KPI targets.
• Hands-on experience with call center tools such as Zendesk, Five9, NICE/InContact, Talkdesk, Freshdesk, or similar.
• Strong analytical skills with the ability to interpret data and optimize performance.
• Ability to design and improve processes, SOPs, QA standards, and agent training programs.
• Excellent communication, coaching, leadership, and problem-solving skills.
• Results-driven mindset with a passion for elevating the customer experience.

Preferred Qualifications

• Experience with ecommerce, retail, or subscription-model support.
• Prior work in multi-channel or omnichannel D2C operations.
• Background managing outsourced/BPO teams is a plus.

Benefits & Perks

• Competitive salary aligned with experience
• Growth opportunities in a fast-scaling, consumer-focused organization
• Full benefits package
• A leadership role with meaningful impact on customer experience and brand loyalty