Regional Operations Manager, Premium Support
Leads premium customer-support operations, managing teams of approximately 10–15 ambassadors, complex escalations, staffing, performance, and employee development. Requires 10+ years in user support or operations and 5+ years of direct people management.
About the job
Responsibilities
- Provide strong operational leadership for user support teams and ensure high-quality assistance.
- Lead teams of approximately 10–15 ambassadors, including coaching, motivation, performance management, and employee development.
- Resolve complex, sensitive, or urgent issues that may pose significant risk to the brand or users, serving as the highest escalation point for case-related consultations and high-level escalations.
- Meet regularly with direct reports, provide behavioral coaching, and create performance-development strategies and plans.
- Establish recommended case-handling practices, document operating methods, and ensure adherence.
- Ensure appropriate staffing, onboarding, and ongoing training.
- Coordinate with capacity planning and workforce planning teams to define minimum staffing, maintain coverage, assess contingency-planning impacts, and recommend staffing needs based on workload.
- Set clear performance expectations, conduct individual follow-ups, provide constructive feedback, identify performance trends, recommend corrective actions, and prepare year-end reviews and improvement plans.
- Define and communicate quarterly objectives through team meetings and provide recommendations on service-level goal setting.
- Monitor overall service performance and communicate trends and service-level updates to the Director of Services.
- Manage end-to-end staffing and team operations, including hiring, onboarding, talent development, employee motivation, well-being, leave approvals, team meetings, and one-on-ones.
- Foster an open, transparent, accountable, diverse, ethical, compliant, and high-quality service culture.
- Translate company and strategic changes into actionable team guidance and feedback.
- Support operational and service-performance improvement projects with service-excellence and cross-functional partners.
- Continuously evaluate procedures and use team feedback to identify performance-improvement and process-optimization opportunities.
- Be available to work weekends, holidays, and other variable schedules as required.
Requirements
- At least 10 years of progressive experience in user support or operations.
- At least 5 years of direct people-management and employee-lifecycle experience.
- Proven experience improving team performance as a people manager.
- Experience deploying resources during real-time crises, including handling high-severity or sensitive cases and making loss-related decisions.
- Experience analyzing data and producing reports to identify performance trends.
- Experience developing and implementing performance-management standards.
- Experience translating global strategies and objectives into concrete, actionable team goals and operational or performance objectives.
- Strong leadership, organizational, analytical, communication, adaptability, professionalism, and confidentiality skills.
Skills
Customer Support, Operations Management, People Management, Performance Management, Workforce Planning, Capacity Planning, Data Analysis, Reporting, Crisis Management, Escalation Management, Coaching, Talent Development, Process Improvement, Quality Management, Employee Lifecycle Management
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