Customer Service Operations Business Unit Manager
Customer Service Operations Business Unit Manager
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Not Disclosed
Salary Not Disclosed
1 Vacancy
Job Description
The Customer Service Operations Business Unit Manager is responsible for oversight and planning in the area of quality assurance for the customer service team. They work with leadership to create coaching plans and identify areas in need of improvement.
The Customer Service Operations Business Unit Manager provides tactical leadership to the Operations Business Unit with the Customer Service Division exhibiting high level leadership skills as outlined in the NYCM Leadership Success Profile. This role is responsible for the daily operations of the Business Unit and assists the Division Manager in defining the direction of the activities within the Business Unit. Must demonstrate expert knowledge of the positions within the Division and is ultimately responsible for the decisions made by the Supervisors and any other direct reports within the Division.
The Customer Service Operations Business Unit Manager is responsible to ensure compliance with Best Practice review and coaching; provides evaluation guidance; works with division partners (supervisory teams and division management) to fulfill performance objectives and reporting; develops and executes assigned action plans.
Duties & Responsibilities:
- Assists the Division Manager in carrying out corporate strategic plans (KST) long term goals and short-term goals.
- Works with the Division Manager by providing input for decision making obtaining and communicating feedback/challenges.
- Communicates why where and how we are getting there/meeting the long-term and short-term goals.
- Exhibits mostly a tactical perspective; priorities that the Division Manager has defined as most important and develops the plans to make happen (the how we are getting there).
- Responsible for the daily operations of all the areas of Business Units within the teams and priorities within each unit.
- Allocates resources to the most important projects and initiatives.
- Assists in carrying out the divisional budget.
- Makes hire/fire/salary decisions for the Business Unit within the Division.
- Develops cultivates mentors coaches and evaluates the Supervisors and any other direct reports under his/her direction.
- Monitors analyzes and ensures activities within the Business Unit meet expected company standards/goals.
- Communicates results to Division Manager other Business Unit Managers as applicable and other NYCM divisions.
- Measured on results expected.
- Promotes and upholds the positive image of our corporate values.
- Actively participates in and promotes collaboration across teams.
Requirements:
- Bachelors degree in field(s) applicable to Division/Business Unit management OR5 years demonstrated experience in leading coaching and mentoring teams.
- 3 years experience and knowledge as a Supervisor preferred.
Qualifications/Skills:
- Excellent leadership skills.
- Ability to motivate Supervisors and any direct reports.
- Excellent interpersonal and verbal/written communication skills.
- Able to execute effectively build strong teams and lead change with courage.
- Loyal genuine passionate and committed to the cause.
- Trusting honest transparent and sincere.
- Fosters genuine relationships and connections.
- Inspires a shared vision.
- Empowers others.
- Excellent computer proficiency and technical aptitude.
- Excellent organizational and prioritization skills.
- Excellent attention to detail accuracy.
- Ability to make accurate timely decisions.
Market Range: L1 / 40 hours per week /Hybrid -3 days in office
Salary Range: $84000 - $126000 (*Based on experience)
Accepting applications until: 9/12/2025
Required Experience:
Manager
Employment Type
Full-Time
