Customer Success Operations Manager

📋 Description

• • iRESTORE Laser LLC is seeking a strategic and results-oriented Customer Support Operations Manager to lead the design, scaling, and optimization of our end-to-end customer support operating model. As a fast-growing health and beauty eCommerce brand, we are committed to restoring confidence through innovative solutions. This pivotal role will own the strategy, systems, structure, and future state of our Customer Support function, ensuring operational stability, scalability, and a best-in-class customer experience across all communication channels, including email, chat, phone, social media, and online marketplaces.
• • This is a strategic leadership position that does not involve direct daily management of frontline customer service agents. Instead, you will collaborate closely with the Customer Service Manager, who is responsible for training, coaching, hiring, and platform administration. Your focus will be on the strategic 'how,' 'why,' and 'what's next' for Customer Support, leveraging AI, automation, advanced analytics, and fostering strong cross-functional alignment.
• • **Customer Support Strategy & Operations:**
• • Develop and execute a comprehensive Customer Support strategy that aligns with our aggressive business growth objectives, upholds our brand promise, and consistently meets evolving customer expectations.
• • Design and implement scalable operating models, robust workflows, and clear governance frameworks that effectively manage both in-house and outsourced support teams.
• • Guarantee operational stability, maintain consistent service quality, and ensure a superior customer experience at every single touchpoint.
• • Forge strong partnerships with Product, Marketing, Operations, and Sales teams to meticulously plan, prepare, and enable customer support readiness for all new product launches. This includes ensuring teams are fully equipped with the necessary training, up-to-date tools, comprehensive FAQs, and well-defined escalation paths.
• • Translate high-level business objectives into actionable, clear processes, detailed playbooks, specific launch-related support materials, and measurable performance standards that can effectively scale alongside the organization's rapid growth.
• • **AI, Automation & Technology Enablement:**
• • Spearhead the design, implementation, and successful rollout of innovative AI-powered and automation-first support workflows, including advanced chatbots, efficient macro systems, comprehensive self-service options, and effective deflection strategies.
• • Critically evaluate, select, implement, and continuously optimize our suite of Customer Support platforms and tools, encompassing CRM, helpdesk software, quality assurance (QA) systems, workforce management (WFM) solutions, and advanced analytics platforms.
• • Drive significant improvements in operational efficiency, achieve cost optimization targets, and dramatically reduce response times through the strategic application of smart automation and cutting-edge tooling.
• • Proactively stay abreast of the latest trends and advancements in Customer Experience (CX) and Artificial Intelligence (AI) specifically within the health, beauty, and eCommerce sectors.
• • **Performance, KPIs & Quality Management:**
• • Define, own, and meticulously track key performance indicators (KPIs), develop comprehensive scorecards, and create insightful dashboards covering metrics such as Customer Satisfaction (CSAT), Net Promoter Score (NPS), Average Handle Time (AHT), First Contact Resolution (FCR), Quality Assurance (QA) scores, conversion impact, and cost per contact.
• • Establish and maintain a scalable quality management framework in close partnership with the Customer Service Manager.
• • Utilize data analytics and deep insights to pinpoint root causes of issues, identify emerging trends, and uncover opportunities for ongoing process improvement and operational excellence.
• • Ensure consistent, accurate performance reporting and provide clear, executive-level visibility into support operations.
• • **Capacity Planning & Channel Strategy:**
• • Lead forecasting efforts, develop strategic capacity planning models, and define the optimal channel mix strategy across all customer support channels.
• • Optimize staffing models to effectively accommodate seasonal fluctuations, promotional periods, product launches, and the demands of rapid business growth.
• • Collaborate closely with Finance and Operations departments on budgeting, vendor strategy, and overall cost management.
• • **Cross-Functional Leadership & Enablement:**
• • Serve as the strategic counterpart to the Customer Service Manager, enabling strong frontline execution through optimized systems and well-defined structures.
• • Influence, mentor, and guide senior support leaders and stakeholders without direct day-to-day frontline management responsibilities.
• • Build scalable frameworks and processes that empower support teams to achieve success as the organization continues its rapid expansion.
• • Report directly to the Director of Customer Experience, contributing to the overall vision and strategy for customer engagement.