Customer Service Operations Manager

About HONK

HONK is a technology-driven roadside assistance platform connecting enterprise customers with a nationwide network of independent service providers. Our mission is to ensure every motorist receives timely assistance. We operate a sophisticated marketplace and dispatch engine, fueled by significant investment in automation and AI to maintain a competitive edge over legacy systems.

The Role

The Customer Service Operations Manager is responsible for leading Operations Supervisors and specialists to deliver outstanding roadside assistance experiences at scale. This position oversees frontline and escalation team performance, service quality, customer satisfaction, and operational efficiency. You will collaborate closely with Operations, Workforce Management, Training, Product, Technology, and Leadership teams to enhance processes, resolve complex service issues, and ensure customers receive empathetic and timely support.

You Will:

• Lead and support the team during high-demand periods.
• Develop and manage a team of Operations Supervisors across frontline and escalation functions.
• Own key operational metrics, including service levels, quality, customer satisfaction, and productivity.
• Provide leadership for complex customer and service provider escalations.
• Partner with Workforce Management, Training, Product, and Engineering teams to improve performance and customer outcomes.
• Analyze operational data to identify improvement opportunities and drive corrective actions.
• Develop and implement process improvements for efficiency, scalability, and service quality.
• Conduct performance reviews, coaching, and development discussions.
• Communicate operational performance, risks, and recommendations to senior leadership.
• Lead operational response during service disruptions and high-impact incidents.
• Foster a culture of accountability, collaboration, and continuous improvement.

What You Bring:

• 5+ years of leadership experience in customer service, contact centers, or operations.
• Experience leading supervisors and developing customer-facing teams.
• A customer-first mindset with a passion for exceptional service, especially in escalated situations.
• Strong analytical and problem-solving skills, using data to drive decisions.
• Proven ability to identify operational challenges, implement improvements, and drive results.
• Ability to remain calm under pressure and make sound decisions in a fast-paced environment.
• Strong interpersonal skills for influencing, coaching, and collaborating.
• Proficiency with Google Workspace and contact center technologies.
• Experience with workforce management, quality assurance, performance management, and customer experience metrics (preferred).
• Experience in roadside assistance, insurance, transportation, logistics, or similar service-based industries (preferred).

Location

• Remote-first company (US-based)