Customer Care Operations Manager – Enterprise & SMB

About the role

We are looking for an experienced Customer Care Operations Manager to lead the end‑to‑end daily operations of a B2B customer care function serving Enterprise and SMB customers. The role oversees multi‑channel interactions, ensures service level achievement, and drives continuous improvement of the overall customer experience.

Key responsibilities

• Manage daily operations of the Enterprise & SMB Contact Center, covering calls, emails, chat, WhatsApp, complaints, service requests, orders and escalations.
• Lead Team Leaders and Senior Analysts, providing coaching, performance management and development.
• Monitor operational performance metrics such as SLAs, KPIs, queue performance, case aging, productivity, quality and staffing levels.
• Escalate and resolve high‑priority, chronic or business‑critical incidents in a timely manner.
• Ensure compliance with SOPs, policies, security requirements, escalation matrices and governance frameworks.
• Identify and implement process, workflow and journey improvements, and support new product, service and channel launches.

Required profile

• Proven experience in Customer Care, Contact Center or B2B Service Operations, preferably within Telecommunications or Managed Services.
• Strong background managing Enterprise and/or SMB customer support operations.
• Demonstrated ability to lead Team Leaders, Supervisors, Senior Analysts and Customer Service Representatives.
• Deep knowledge of contact‑center KPIs, SLAs, queue and case management, escalation handling and workforce planning.
• Excellent cross‑functional stakeholder management and communication skills.

Required skills

• Customer Care Operations
• Contact Center Management
• Omnichannel Support (voice, email, chat, digital)
• Escalation Management
• Process Improvement and Operational Governance