Customer Service Operations Manager (Interim)

Job Description

Are you a leader who thrives on nurturing talent and driving teams to success

Were looking for an Interim Customer Service Operations Manager to lead nurture and empower our Enfield operations team to success. This role is temporary for the remainder of our office- transition period (through August 2026) and will have responsibility for leading our US operations team based in Enfield CT and remote advisors. It will require a Best of Both hybrid presence in the Enfield office through August of 2026.

Our mission in CSE is to be the champions of consumers and guardians of the LEGO Groups play promise. Our vision is to innovate the future of service deepen consumer engagement and be a reason why people choose our brand.

You will lead a high-performing team of team leaders responsible for approximately 100 Advisors. Youll play a key role in driving strong operational results that deliver excellence to our consumers and shoppers as well as great employee experiences. The ideal candidate will have a strong background in people leadership contact center operations continuous improvement and change management.

Key Responsibilities:

• Operations leadership of a team of approximately 100 employees leading through multiple layers with direct line management of team leaders supporting their development to create high-performing teams

• Site leadership and strong collaboration with other Enfield based CSE senior leaders to support local employees through the Project Blossom transition period

• Active partnership with other members of the AMS Operations Leadership Team and key CSE stakeholders to deliver strong operational results from the Enfield and remote sites

• Driving a results-focused team culture with a balanced approach to productivity and quality

• Root cause analysis of poor performance attrition and absence and taking appropriate actions

• Coaching and people development to help employees reach their full potential maximize their contribution at work and achieve their personal development goals

• Management of disciplinary and employee relations processes with PPC support

• Co-creation and follow-through of Pulse action plans that lead to strong staff motivation & satisfaction

• Strong change leadership to bring your team successfully through our office transition and Enfield closure in 2026

• Support AMS recruitment efforts for seasonal staffing needs

Play your part in our team succeeding

Our consumers depend on us to deliver consistent and reliable service across all channels of communication. The Operations Manager will need to have the passion to lead develop & encourage the team through active role modeling of our Leadership Playground behaviors of being Brave Curious and Focused as well as strong collaboration and site leadership with other Enfield based senior leaders. Striking the right balance between running a productive operation delivering awesome customer experiences and maximizing employee engagement is key to this role.

Do you have what it takes:

• Equivalent work experience with proven capabilities in leading teams and managing direct reports

• Exceptional ability to balance inspirational people leadership with a strong focus on operational results

• Demonstrated ability and passion for leading and developing high performing engaged teams

• Ability to optimize leadership performance within a multi-tiered organizational structure

• Proven experience in successfully managing and guiding remote teams and individual contributors

• Background in recruitment and onboarding processes

• Strong communication and presentation abilities

Additional details on this position:

• This position will be based in Enfield CT and will be aninterim role that will end August 2026
• Our workplace enables our LEGO colleagues to be and do their best at work. Introducing a flexible way of working through a hybrid working model is a great example of how we live up to our ambition. This 3-day in the office hybrid working model will exemplify our People Promise by embracing the different life situations of our colleagues.

Compensation

Applications are reviewed on an ongoing basis. However please note we do amend or withdraw our jobs and reserve the right to do so at any time including prior to any advertised closing date. So if youre interested in this role we encourage you to apply as soon as possible.

Whats in it for you

Here are some of what to expect:

FamilyCareLeave We offer enhanced paid leave options for those important times.

Insurances All colleagues are covered by our life and disability insurance which provides protection and peace of mind.

Wellbeing We want you to be your best self so youll have access to the Headspace App and lots of wellbeing initiatives and programs run by local teams where you are based

ColleagueDiscount We know youll love to build so from day 1 you will qualify for our generous colleague discount.

Bonus We do our best work to succeed together. When goals are reached and if eligible youll be rewarded through our bonus scheme

Your workplace When you join the team youll be assigned a primary workplace location i.e. one of our Offices stores or factories. Our hybrid work policy means an average of 3 days per week in the office. The hiring team will discuss the policy and role eligibility with you during the recruitment process.

We strive to create a diverse dynamic and inclusive culture of play at the LEGO Group where everyone feels safe valued and they belong.

The LEGO Group is highly committed to equal employment opportunity and equal pay and seeks to encourage applicants from all backgrounds (eg. sex gender identity or expression race/ethnicity national origin sexual orientation disability age religion and Veteran status) to apply for roles in our team.

We support our employees in being there for the moments that matter in life and celebrate families of all kinds the loved ones that make us who we are. Being part of the LEGO Group also means taking part in our annual Play Day playing a part in building a sustainable future and continuing our mission to inspire and develop the builders of tomorrow.

The LEGO Group is fully committed to Childrens Rights and Child Wellbeing across the globe. Candidates offered positions with high engagement with children are required to take part in Child Safeguarding Background Screening as a condition of the offer.

Thank you for sharing our global commitment to Childrens Rights.

We conduct drug screening as a part of our drug free workplace policy and in support of our commitment to the health and safety of our employees.

Online Application Accessibility Statement; which is intended for people with disabilities - LEGO systems endeavors to make accessible to any and all users. If you would like to contact us regarding the accessibility of our web site or need assistance completing the application process please contact the HR Service Desk at 1. option #3. Please note these communication channels should be used for those having difficulty accessing our on-line channels not to inquire about job opportunities.

Just imagine building your dream career.

Then make it real.

Join the LEGO team today.