Sr Operations Manager, Executive Community Relations (APAC)
Role Overview
Executive Community Relations provides end-to-end resolution of complex customer issues and failed support experiences.
The Senior Operations Manager leads operational performance and continuous improvement of ECR support.
The role leads through Customer Support Managers and Team Leads to deliver strong customer outcomes and meet operational standards.
Key Skills for This Role
Full Job Posting
About the role
Executive Community Relations provides end-to-end resolution of complex customer issues and failed support experiences.
The Senior Operations Manager leads operational performance and continuous improvement of ECR support.
The role leads through Customer Support Managers and Team Leads to deliver strong customer outcomes and meet operational standards.
What you'll do
- Lead support teams to meet customer experience, quality, productivity, and service-level goals; develop managers and establish accountability.
- Oversee thoughtful, end-to-end resolution of complex and sensitive escalations.
- Measure operational KPIs and use customer feedback, escalation trends, and data to identify recurring pain points and root causes.
- Work with partner teams to improve processes, policies, tools, and customer experience.
- Coordinate consistent support across shifts and clarify priorities, metrics, and decision expectations.
- Serve as the regional and/or line-of-business ECR Operations point of contact and partner with Program and Product teams.
- Lead monthly business reviews; develop an inclusive culture and future leaders; secure resources needed to meet objectives.
Basic qualifications
- At least 5 years in high-volume customer support, customer operations, or a service-industry environment.
- At least 3 years managing managers and leading large operational teams.
- Experience leading complex escalations, service recovery, complaints, executive escalations, or high-touch support.
- Experience owning and improving CSAT, quality, resolution time, SLA, and productivity metrics.
- Strong analytical skills and spreadsheet comfort; ability to use data to identify trends and opportunities.
- Demonstrated people development, judgment, organization, project management, communication, and ability to work through ambiguity and change.
Preferred qualifications
- Experience in white-glove support, escalations, social care, premium support, complaints, or service recovery.
- Experience partnering with Product, Program, Policy, or other teams on systemic customer issues.
- Experience across multiple shifts, regions, or distributed support teams.
- Knowledge of Lean, Six Sigma, or Kaizen; SQL experience.
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