SLA Operations Manager

2 weeks ago

New York, New York, United States TULU Full time
About the Role

TULU is seeking an experienced professional to oversee our operations team and ensure exceptional level service and support for our members. In this role, you will be responsible for developing and implementing maintenance policies and procedures, managing escalated cases, and driving member success through proactive service strategies.

**Key Responsibilities:**

  • Own the Asana-based US ticketing resolution system, working closely with the product, CX, and procurement teams to establish clear workflows, escalation paths, and SLAs for prompt and effective case management.
  • Manage the local operations team in NYC and our network of TULU Friends across the US to deliver high-quality service and support, meeting or exceeding SLA targets for response time, issue resolution, and customer satisfaction.
  • Handle escalated cases, identify root causes, and implement solutions to ensure member satisfaction.
  • Prioritize operations and maintenance tasks to optimize performance and maintain SLA compliance.
  • Collaborate with the product and CX teams to provide feedback and insights for product improvements that enhance the member experience.
  • Utilize data analytics and metrics to identify opportunities for SLA optimization and business impact.
  • Foster a culture of continuous improvement and experimentation within the team.

About You

The ideal candidate will have a passion and curiosity for creating exceptional customer experiences and a proven track record of managing operations/CX teams to meet or exceed SLA targets. You genuinely love operations and achieving high customer satisfaction and are not afraid of going to the field or solving things with your own hands if needed. You possess strong leadership skills, the ability to handle complex issues, and a commitment to data-driven decision-making and continuous improvement.

Qualifications:

  • 3-5 years of experience in operations or customer experience management, preferably in a B2C environment.
  • Demonstrated success in managing SLAs and optimizing operational performance.
  • Proficient in using data analytics tools to drive decision-making and process improvements.
  • Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams.
  • Experience in managing subscription-based models is a plus.

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