Operations Manager

Operations Manager - Customer Success

Townsquare Interactive

This position requires you to work in our Charlotte Uptown office

About Townsquare Interactive:

At Townsquare Interactive, we specialize in empowering small and medium-sized businesses to thrive. Our stellar business management platform enhances customer flow, ensuring ongoing success. From comprehensive business management software to website design, SEO, social posts, and reputation monitoring - we've got all your digital needs covered. Our mission is to simplify success for businesses of all sizes.

The Operations Manager - Customer Success Opportunity:
As an Operations Manager, you will lead and develop a high-performing Customer Success team, ensuring excellence in inbound and outbound call handling, edit requests, account management, and account resolution. You will drive operational efficiency by optimizing processes, implementing best practices, and monitoring key performance metrics to enhance team performance and customer satisfaction. This role also involves working closely with leadership and cross-functional teams to improve customer experiences, resolve escalations, and contribute to overall business growth.

Responsibilities:

Team Leadership & Development

• Lead, train, and mentor Customer Success Specialists and Leads, fostering a high-performance, customer-focused team.
• Conduct regular coaching sessions, one-on-ones, and skill-building workshops to drive growth and accountability.
• Lead by example, promoting professionalism, collaboration, and a results-driven culture.

Performance & Process Management

• Monitor and analyze KPIs for inbound/outbound calls, account management, product adoption and issue resolution.
• Optimize workflows to improve efficiency, meet SLAs, and enhance customer satisfaction.
• Hold team members accountable for performance goals, providing clear feedback and improvement strategies.

Collaboration & Communication

• Partner with cross-functional teams to ensure seamless service delivery and continuous process improvements.
• Act as the escalation point for complex customer issues, ensuring swift and effective resolution.
• Provide leadership with regular updates on team performance, challenges, and strategic recommendations.

Continuous Improvement & Strategy Execution

• Identify and implement best practices to enhance training, workflows, and customer success operations.
• Stay informed on industry trends to drive innovation and maintain a competitive edge.
• Foster a culture of learning, adaptability, and process optimization to ensure sustained success.

Qualifications:

• BA/BS degree in Business Administration, Management, or a related field (preferred)
• Minimum of 5 years of experience in a leadership role within Call Center Management
• Strong leadership and team management skills with the ability to inspire and drive performance.
• Exceptional presentation, interpersonal, and communication skills
• Analytical mindset with the ability to interpret data and make informed decisions.
• Experience with call volume tracking and allocating headcount to support business needs.
• Exceptional problem-solving skills and the ability to handle high-pressure situations.

Benefits:

• Competitive base salary and bonus plan
• 3 weeks PTO
• 9 paid holidays (including 2 personal/floating holidays)
• Volunteer Time Off
• Health, Dental, and Vision Insurance
• Pet Insurance
• 401(K) Retirement Plan with Company Match
• Employee Stock Purchase Plan
• Company-provided laptop
• Comprehensive training and growth opportunities
• Unlimited growth potential in a dynamic work environment

TOWNSQUARE MEDIA BROADCASTING, LLC MAINTAINS A DRUG-FREE WORKPLACE AND IS AN EQUAL EMPLOYMENT OPPORTUNITY EMPLOYER. APPLICANTS MUST BE ELIGIBLE TO WORK IN THE U.S.

Townsquare Media provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. In addition to federal law requirements, Townsquare Media complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Townsquare Media expressly prohibits any form of workplace harassment based on race, color, religion, gender, sexual orientation, gender identity or expression, national origin, age, genetic information, disability, or veteran status. Improper interference with the ability of Townsquare Media's employees to perform their job duties may result in discipline up to and including discharge.