Operations Performance Lead – CRM Focus

Location: Hybrid | Schedule: Monday to Friday, Morning Shift

Role Overview

You will lead CRM and customer experience operations, focusing on improving customer engagement, retention, and overall performance. This role manages Team Managers, drives key metrics, and ensures smooth, data-driven operations across multiple teams.

Key Responsibilities

• Own CRM performance metrics such as customer conversion, retention, engagement, and service quality
• Track dashboards and reports to spot trends, issues, and improvement opportunities
• Coach and support Team Managers to strengthen team leadership and accountability
• Improve workflows, streamline processes, and ensure consistent operational practices
• Promote the effective use of CRM tools, analytics, and automation for better performance

Qualifications

• Bachelors degree or equivalent work experience
• 5+ years in customer care, CRM, or operations leadership
• At least 2 years managing Team Managers or similar leadership roles
• Hands-on experience with CRM platforms and data-driven performance management
• Strong communication, analytical, and leadership skills