Customer Service Operations Leader

2 weeks ago

Dallas, Texas, United States Aramark Full time
Job Overview

The Customer Service Operations Leader is tasked with guiding the team that delivers nationwide assistance for all client orders and service inquiries.


In collaboration with the field operations leadership team, this role is responsible for ensuring that ongoing enhancement initiatives aimed at boosting both internal and external customer satisfaction are identified and addressed in partnership with field leaders.

Key Responsibilities

- Recruitment, onboarding, and performance evaluation of the Customer Service team.

- Provide coaching and mentorship to team members on employee relations, customer service methodologies, and strategies to assess overall customer needs, ultimately driving revenue growth.

- Facilitate training or provide resources as necessary.
- Supervise and evaluate the annual Customer Service budget in conjunction with the Financial Shared Services leadership team to ensure accurate monthly forecasts and closing processes.

- Assess processes and procedures to identify efficiencies and cost-saving opportunities through continuous improvement; leveraging standardization, simplification, and automation whenever feasible.

- Develop strategic initiatives aimed at sustaining and enhancing revenue growth year over year.
- Accountable for achieving key performance indicators that measure customer experience when interacting with the Customer Service team.
- Suggest new tools, incentives, procedures, etc., to better serve internal and external client needs.
- Effectively facilitate operational alignment and issue resolution in the field through a matrixed organization. Maintain market awareness to ensure that marketing trends and insights are utilized throughout the Sales Center to drive growth.

This position collaborates closely with senior managers across various functional areas, including Operational Excellence, Finance, Compliance, and IT, to optimize company growth and profitability.

Qualifications

- A minimum of four years of successful Service Management/Customer Service experience with a focus on managing customer service teams.
- Proven experience in program development, operational change implementation, and strategic analysis.
- A track record of effectively collaborating with team members and influencing all levels within a complex organization.
- Demonstrated ability to navigate within a matrix organization, including field operations, regional staff, and line of business support functions.
- Experience in sourcing and implementing new tools and technologies.
- A strong leader capable of defining and managing the future direction of the department and business processes.
- Excellent communication skills, coupled with a commitment and proven ability to thrive in a fast-paced sales environment.About Aramark

Our Mission

Rooted in service and united by our purpose, we strive to do great things for each other, our partners, our communities, and our planet.

At Aramark, we believe that every employee should enjoy equal employment opportunity and be free to participate in all aspects of the company.

We do not discriminate on the basis of race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, protected veteran status, or other characteristics protected by applicable law.

About Aramark

The people of Aramark proudly serve millions of guests every day through food and facilities in 15 countries around the world.

We believe a career should develop your talents, fuel your passions, and empower your professional growth. So, no matter what you're pursuing - a new challenge, a sense of belonging, or just a great place to work - our focus is helping you reach your full potential.

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