Customer Services Operations Manager

Job Purpose The Customer Service Manager is responsible for the overall leadership, strategy, and performance of the customer service function within a high-traffic public terminal facility. This role oversees multiple team leads/supervisors and their frontline teams of customer service ambassadors, ensuring consistent, high-quality service delivery across all information and assistance points in the facility. The Manager owns the department's budget, staffing strategy, service standards, and stakeholder relationships.Key ResponsibilitiesProvide overall leadership and direction for the customer service department, managing team leads/supervisors who in turn oversee frontline ambassadors.Develop and implement customer service strategies, standard operating procedures, and service quality frameworks aligned with organizational goals.Own department-wide workforce planning: headcount forecasting, budgeting, recruitment strategy, and shift/roster structures across the facility.Set performance targets and KPIs (customer satisfaction, response times, complaint resolution rates, service coverage) and hold team leads accountable for results.Analyze service performance data and customer feedback trends to identify improvement opportunities and drive corrective action plans.Lead recruitment, onboarding design, training curriculum development, and career progression planning for the customer service team.Serve as the senior escalation point for high-severity customer complaints, service failures, or reputational risk situations.Build and maintain relationships with cross-functional department heads (security, operations, retail/concessions, transportation partners, facilities management) to align service delivery with broader operational needs.Represent the customer service department in leadership meetings, presenting performance reports and improvement initiatives to senior management/executives.Manage vendor or outsourced service provider relationships, if applicable, including contract performance and SLAs.Drive change management initiatives, including new technology rollouts (e.g., wayfinding tools, CRM/feedback systems) and process improvements.Ensure full compliance with regulatory, safety, and organizational policies across all customer-facing touchpoints.Lead crisis/incident response coordination from a customer communication standpoint during disruptions or emergencies.Mentor and develop team leads/supervisors, building a leadership pipeline within the department.Qualifications5+ years of progressive experience in customer service or customer experience roles, including 2+ years in a managerial capacity, preferably within a high-volume public-facing environment (transportation, hospitality, retail, or similar).Proven track record of managing multi-layered teams (leads/supervisors and frontline staff) at scale.Strong strategic thinking, budgeting, and workforce planning capabilities.Excellent stakeholder management and executive communication skills.Data-driven decision-making ability, with experience using performance dashboards and reporting tools.Experience leading process improvement or change management initiatives.Bachelor's degree in Business Administration, Hospitality Management, or related field (or equivalent experience).Flexibility to work varied shifts and be available during high-impact operational periods or emergencies.Bilingual or multilingual abilities are a plus.Key SkillsStrategic leadership and team developmentBudget and resource managementData analysis and performance managementStakeholder and cross-functional relationship managementCrisis and escalation managementChange management