Regional Customer Operations Manager

As the Regional Customer Operations Manager, you will lead our customer service efforts across the US and EMEA regions, driving excellence in service delivery and optimizing our operations to enhance the customer experience. Reporting to the Global Head of Customer Service, you will play a strategic role in aligning customer service strategies with regional needs, working closely with Product, Engineering, and Retail Operations teams. This role is essential to fostering a high-performance team culture and achieving operational efficiency across all customer touch points.

• Develop and execute customer service strategies that align with company objectives and regional demands.
• Define and monitor KPIs, fostering continuous improvements in customer satisfaction, operational efficiency, and service excellence.
• Lead and mentor the regional customer service teams, fostering a culture of accountability, high performance, and customer-centric service.
• Assess and refine current service processes, implementing region-specific improvements and standardizing best practices to ensure consistency across all customer interactions.
• Identify opportunities to enhance the customer journey and build loyalty by analyzing customer feedback and implementing actionable insights.
• Generate and present regular reports on service performance within the region, using analytics to spot trends and improvement areas.
• Design and manage escalation procedures for complex issues, ensuring high-priority customer situations are effectively addressed.

• 6+ years in customer service management with a track record of successful strategy implementation.
• Skilled in customer service software and CRM systems, with a background in change management and process improvement.
• Strong communication and interpersonal abilities.
• Demonstrated ability to manage teams across locations, with cultural awareness and adaptability for diverse business environments.