Job Opening: Customer Operations & Office Manager

We are seeking a versatile and strategic Customer Operations & Office Manager to serve as the backbone of our organization. This hybrid role is responsible for overseeing the end-to-end customer service lifecycle while maintaining the physical and administrative infrastructure of the office. You will bridge the gap between internal teams and clients, ensuring seamless service delivery, optimized business workflows, and a productive workspace.
Core Role Objective
To oversee daily business workflows and ensure high customer satisfaction while maintaining an efficient office environment. This includes optimizing service processes, leading support teams, managing office logistics, budgeting, and implementing operational policies to drive overall productivity.
Key Responsibilities
1. Customer Operations & Experience (CX)
• Strategy: Develop and implement CX strategies to boost retention and map customer journeys to identify and resolve pain points.
• Service Delivery: Oversee daily support workflows and call center management; ensure timely resolution of inquiries and high satisfaction scores.
• Data Analysis: Monitor and report on KPIs such as NPS, CSAT, and First Response Time (FRT).
• Escalation: Act as the final point of contact for complex customer issues, coordinating cross-functionally for resolutions.
• Logistics: Ensure accuracy in order processing, billing, and shipping logistics for a seamless post-purchase experience.
2. Operational Strategy & Team Leadership
• Process Improvement: Design and implement Standard Operating Procedures (SOPs) to eliminate waste and increase inter-departmental efficiency.
• Strategic Planning: Collaborate with senior leadership to align daily operations with long-term company goals.
• Team Management: Supervise, mentor, and train staff. Lead recruitment efforts and conduct performance reviews to foster a high-accountability culture.
• Compliance: Ensure all operations meet industry standards, regulatory requirements, and health and safety protocols.
3. Office Management & Administration
• Facility Oversight: Manage daily office operations, including maintenance, repairs, security, and workspace organization.
• Vendor Management: Oversee contracts and pricing with service providers (Utilities, IT, Janitorial, etc.) and coordinate equipment inventory.
• Financial Oversight: Manage the administrative budget, track expenses, conduct cost-benefit analyses, and process invoices.
• HR & Culture: Coordinate employee onboarding, maintain personnel records, and lead company events and culture-building initiatives.
Key Performance Indicators (KPIs)
• Customer Satisfaction (CSAT): Achieving target scores for service excellence.
• First Response Time (FRT): Maintaining efficiency within the customer operations team.
• Office Budget Variance: Strict adherence to administrative financial targets.
• Operational Efficiency: Demonstrable improvement in workflow speed and reduction in error rates.
Qualifications
• Proven experience in a dual Operations/Office Management role.
• Strong leadership skills with experience in mentoring and supervising teams.
• Expertise in customer journey mapping and CX metrics (NPS, CSAT).
• Proficiency in budgeting, vendor negotiation, and facility management.
• Excellent communication skills and a strategic mindset focused on profitability and efficiency