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Customer Care Operations Manager (D2C Contact Center) (Remote)

Nysonian6 months ago
Miami, FL, United States
Remote
Full-time
Junior Level (1-3 years)
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Job Description

Position Overview

Call Center Operations Manager Direct-to-Consumer (D2C) – Miami, FL (On-site)

Employment Type:

Full-time

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 with a proven track record in managing high-volume consumer support centers, driving operational KPIs, building robust teams, and delivering 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. Note that this is an operational leadership role, not account management or sales.

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 with Fulfillment, Logistics, Product, Marketing, and eCommerce teams 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.
  • Experience supporting direct-to-consumer (D2C) brands, e-commerce, retail, or fast-paced consumer environments.
  • Proven success in 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 experience 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

Required Skills

Cross-Functional Collaboration
Team Leadership
Escalation Management
Call Center Tools (Zendesk, Five9, NICE/InContact, Talkdesk, Freshdesk)
KPI Management
Workforce Management
Quality Assurance
Customer Experience Optimization
Process Improvement
Call Center Operations