Call Center Operations Manager in Amherst, NY

Salary Range: $65,000

Operations Manager – Contact Center

About the Role:
We are seeking an experienced Operations Manager to lead a high-volume, ticket-based e-commerce customer support operation for a nationally recognized consumer brand.

This is a critical leadership role responsible for operational performance, quality execution, and team culture. The ideal candidate is a hands-on operator who thrives in fast-paced environments, consistently hits performance targets, and builds teams that take pride in delivering exceptional customer experiences.

Operational Leadership:
- Own day-to-day performance of a ticket-driven customer support operation
- Ensure service levels, KPIs, and operational targets are consistently met or exceeded
- Manage ticket volumes, backlog, and resolution timelines within Zendesk
- Act as the primary escalation point for complex customer or system issues
- Partner with Workforce, QA, and Training functions to maintain operational stability

Quality & Customer Experience:
- Drive high QA scores, customer satisfaction, and resolution accuracy
- Monitor trends in ticket drivers, defects, and customer pain points
- Ensure consistent brand voice, tone, and service standards
- Lead QA calibrations and performance reviews using Zendesk reporting and insights

Team Leadership & Culture:
- Lead, coach, and develop Team Leads and frontline agents
- Foster a high-performance culture built on accountability, ownership, and trust
- Set clear expectations, provide direct feedback, and recognize strong performance
- Reduce attrition by creating an engaging, fast-paced, and supportive environment
- Maintain a strong leadership presence on the floor

Partner & Stakeholder Management:
- Serve as the primary point of contact for the partner organization
- Own day-to-day communication, performance updates, and issue resolution
- Prepare and present operational reporting, insights, and action plans
- Proactively identify risks and opportunities and communicate mitigation plans
- Support new initiatives, launches, and operational changes in partnership with stakeholders

Process Improvement:
- Improve workflows, macros, triggers, automations, and documentation within Zendesk
- Use data to optimize solve rates, handle time, and customer outcomes
- Champion continuous improvement across people, process, and performance

Required Experience & Qualifications:
- 5+ years of customer support or contact center operations leadership experience
- Hands-on experience managing teams in Zendesk
- Proven success driving QA, customer experience, and resolution metrics
- Experience leading Team Leads or Supervisors in high-volume operations
- Strong analytical, problem-solving, and decision-making skills
- Confident communicator with strong leadership presence and client-facing ability

Preferred Experience:
- Deep familiarity with Zendesk reporting, dashboards, and workflow optimization
- Experience acting as a primary client or partner-facing operations lead
- Experience supporting large, brand-sensitive or enterprise clients
- Background in fast-growth or performance-driven environments
- Experience scaling teams while maintaining quality and culture

What Success Looks Like:
- Consistently strong QA and customer satisfaction scores
- High solve rates with controlled backlog and minimal escalations
- Clear, proactive communication with partners and stakeholders
- Engaged teams with strong accountability and low attrition
- A culture that values ownership, professionalism, and excellence

Work Location: In person
Salary: $65,000
W2 Employment