Compass Experience Labs · 14 hours ago
PROGRAM LEAD (Operations Manager)
United States
Full-time
Remote
Senior Level
5+ years expCompass Experience Labs is a full service BPO that partners with brands to power growth through exceptional customer experience. The Program Lead is responsible for facilitating communication between clients and the internal team, managing multiple client accounts, and ensuring that client KPIs and service level expectations are met.
Customer ServiceOutsourcing
Responsibilities
Ability to manage multiple Client accounts - this role will oversee 4-6 different client accounts
Ensure your account(s) are meeting client KPIs and service level expectations that are in our control
Lead weekly status meeting with clients which should include: Account Performance, Compass Performance, Trends, Updates, Value Add, etc
Confidently lead conversations with clients. Be capable of educating, speaking to the numbers, and negotiating demands
Be the main point of contact for all client escalations
Adhere to an internal reporting cadence to help oversee the performance of your team and client
Promote growth of skills and performance improvement through mentorship of Team Leads and Customer Support Associates
Lead team communication around major account changes (i.e. HQ personnel, systems, timelines, channels, etc.)
Depending on account size, onboard new associates and make sure they have everything they need in order to start training and do their job
Participate in brand planning activities, such as FTE/headcount, platform optimization or automation, macros, etc
Manage P&L to maximize margin and grow the account
When necessary, create, maintain and manage schedules, and approve timesheets and time off requests
When applicable, onboard new clients through coordination with sales, recruiting, and operations
Other duties as assigned by the VP of Client Operations
Qualification
Required
Minimum 5-7 years of experience managing or supervising customer service reps in a retail or call center operations environment
Ability to be a balanced advocate for your team, the client, and Compass
Excellent written and verbal communication skills and a professional demeanor
Preferred
3+ years of experience of managing remote teams is highly preferred
Experience and expertise with industry platforms (Zendesk, Gorgias, Kustomer, Gladly) a strong preference
Experience with Microsoft Powerpoint and/or Google Slides preparing and presenting Client business reviews
Benefits
Training and career development opportunities
Flexible schedules and remote working options
A comprehensive benefits package for FT US-based employees
Competitive wages
Paid time off and paid holidays
Company
Compass Experience Labs
Compass Experience Labs is a consumer services firm that offers customer care & consulting & business process outsourcing services.
501-1000 employees
Funding
Current Stage
Late StageLeadership Team
Erin Armendinger
CEO
Company data provided by crunchbase