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Customer Service Operations Manager

Customer Service Operations Manager

The LaSalle NetworkLake Mary, FL, US
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Customer Service Operations Manager

LaSalle Network is hiring on behalf of a fast-growing law firm, seeking a Customer Service Operations Manager to oversee the scaling of their customer service department. This firm combines top-tier legal talent with a strong technology, data, and analytics arm to manage large volumes of complex litigation efficiently.

The Customer Service Operations Manager will oversee performance, analytics, and operational efficiency across shared service teams that support client-facing staff. This individual will play a key role in managing day-to-day operations, ensuring consistency and quality, and driving process improvements.

This position is based in Lake Mary, Florida. The annual base salary range for this role is $90,000$140,000, depending on experience, plus a discretionary year-end bonus and comprehensive benefits.

Customer Service Operations Manager Responsibilities :

  • Lead and manage the daily operations of shared service teams to ensure efficiency, quality, and compliance with company standards.
  • Mentor and develop team leads and representatives, fostering performance excellence and engagement.
  • Implement and refine operational policies and procedures to optimize workflows and ensure consistency.
  • Monitor performance metrics and use data-driven insights to coach staff and enhance results.
  • Act as the point of escalation for complex customer or process issues, ensuring timely and effective resolutions.
  • Conduct regular team meetings to review KPIs, discuss updates, and maintain strong communication.
  • Analyze performance reports and present actionable recommendations to senior leadership.
  • Partner cross-functionally to ensure a seamless and consistent customer experience.
  • Identify opportunities for process improvement and lead initiatives to enhance operational performance.
  • Oversee staff scheduling to ensure appropriate coverage and alignment with service-level expectations.
  • Manage ad hoc improvement projects targeting key operational challenges.

Customer Service Operations Manager Qualifications :

  • Bachelors degree strongly preferred
  • Minimum 7 years of experience in leadership experience over a customer service or client servicing team.
  • Industry experience in legal or insurance strongly preferred.
  • Strong analytical skills with a proven ability to use data to guide decisions and optimize results.
  • Proficiency in Excel and comfort with reporting or CRM / call center software.
  • Excellent communication, leadership, and organizational skills.
  • Ability to work independently, manage multiple priorities, and adapt quickly to changing business needs.

    • If you match the qualifications and are excited to be a part of a thriving company, apply today!

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    Customer Service Manager • Lake Mary, FL, US