Table of Contents

Service Operations Manager Job Description

FAQ about hiring Service Operations Manager

The SOM (Service Operations Manager) run the backbone of our service — response times, QA and customer satisfaction are what make you tick. It’s a position that is equal parts technical process management and an intense focus on the end-user experience.

Job Roles & Responsibilities:

  • Oversee the day-to-day performance of the service delivery team to make sure all client inquiries are administered on time and efficiently.
  • Set and track key SLAs driving to ensure the company always delivers or exceeds client support needs.
  • Develop and support strong Quality Assurance processes for service interactions, providing feedback that supports a culture of continuous improvement in customer communication.
  • Pull back the covers on service performance and identify patterns in issues, working with product teams to build permanent technical solutions that prevent such problems from recurring.
  • Drive the roll-out of customer service software and helpdesk tools to expand capabilities around ticketing and response time.
  • Foster a culture of knowledge sharing and fluency to support service agents and client self-service.

Skills Required:

  • Strong proficiency in customer service management (CSM) software and ticketing systems to ensure efficient incoming client support request flow.
  • Excellent analytical abilities to monitor service metrics such as NPS and CSAT to gauge performance.
  • Strong leadership skills to lead and inspire a large service crew for high morale and consistent dedication towards excellence.
  • Strong troubleshooting ability for intricate client escalations with the ability to develop creative solutions that rebuild customer confidence and loyalty.
  • Strong experience in process mapping to identify blockers in service journey and design improvements that eliminate/ reduce client waiting time.
  • Excellent communication skills to immediately establish common ground and communicate the company’s dedication to quality in high-pressure client meetings.

Perks & Benefits

Features depend on the employer and may include advantages, but are not limited to:

  • Flexible or remote work options
  • Competitive, market-aligned compensation
  • Paid time off and holidays
  • Learning budgets and certifications
  • Performance bonuses (role-dependent)
  • Access to International products and teams

Salary Range Based on Experience, Skills, Role, and Company Norms

Frequently Asked Questions

What is the primary KPI?

The key KPI’s are CSAT (Customer Service Satisfaction and SLA’s, ensuring our clients receive quality service within the timeframes we have printed in their contract.

Will I handle customer calls?

You’ll certainly not be on the ground every day, but you will work high-level escalations and in cases where a client needs someone of authority to step in and assist with complex issues.

What tools does the team use?

We use Zendesk for tickets, Slack for internal communications and a custom CRM which we have built to track the history of our clients, including details like preferred modes of service.

How do you handle team training?

You will create and monitor daily/weekly training programs that are focused on product updates, communication nuances and new support tools to keep the team in top shape.

Is there weekend work?

Since the Services operation runs 24/7, although you work normal hours, you may be called in for service outages and major client problems on the weekends.

Transform Hiring Into A Success Story

Talent Gait empowers organizations with agile hiring solutions that reduce costs, save time, and deliver quality talent.

+91 91516 25125