Customer Service Operations Manager

The Role: The Patient Services Operations team is at the forefront of the company mission to bring affordable prices and deliver the best possible experience for all of our customers. As a Customer Service Operations Manager, you will lead and optimize the daily operations of the Patient Services team, driving initiatives that enhance both the associate and customer experience. This role combines strategic planning, analytics, and hands-on execution to improve service delivery, increase operational efficiency, and elevate overall support quality. You’ll oversee workflow management, implement performance metrics, and collaborate cross-functionally to drive continuous improvement and ensure an exceptional customer experience.

This is a full-time, on-site position based in our Pittsburgh (Robinson Twp.) office.

What you’ll do: 

Team Leadership & Development

• Manage, coach, and mentor a team of customer service representatives and team leads.
• Conduct regular performance reviews, provide feedback, and implement development plans.
• Foster a high performance, accountable, collaborative, cohesive, and enjoyable team dynamic, promoting professional growth and a positive work culture.

Operational Management

• Oversee day-to-day customer service operations to ensure timely and effective resolution of customer issues.
• Leverage your business expertise and judgment to resolve complex and ambiguous escalations, ensuring customer satisfaction.
• Develop and enforce policies, processes, and SLAs for customer support across all channels (phone, email, chat, etc.).
• Monitor workload distribution and adjust staffing needs accordingly.

Performance Monitoring & Reporting

• Track and report on KPIs such as CSAT, NPS, FCR, response time, and ticket resolution time.
• Identify trends in customer inquiries and issues to drive process or product improvements.
• Implement quality assurance measures to ensure consistency in service delivery.

Process Improvement

• Analyze current customer service processes and identify areas for optimization.
• Lead initiatives to streamline workflows, reduce customer effort, and enhance agent productivity.
• Collaborate with product, engineering, sales, and marketing teams to provide voice-of-the-customer insights.

Technology & Tools

• Evaluate and manage CRM and ticketing systems.
• Partner with IT or support vendors to implement new tools or system enhancements.
• Ensure tools are configured to maximize efficiency and data integrity

A successful applicant will fit the following criteria:

• Bachelor’s degree in Communications, Business Administration, or equivalent experience.
• 5+ years of leadership in fast-paced environments, preferably in call center or customer support.
• 2+ years of experience in customer service, healthcare, pharmacy, or related fields.
• Proven ability to lead, mentor, and provide timely, constructive feedback.
• Adaptable to shifting priorities and fluid demands.
• Skilled in developing team members through special projects and cross-functional opportunities.
• Strong data analysis and decision-making abilities.
• Effective problem solver, comfortable with ambiguity.
• Highly organized with sharp attention to detail.
• Clear, confident communicator across all organizational levels; respectful and patient.
• BPO Management experience would be a plus. 
• Spanish bilingual strongly preferred for supporting diverse customers and teams.