Job Description
Call Center Operations Manager – Direct-to-Consumer (D2C) Location: Miami, FL (On-site) Employment Type: Full-time About the Role We are seeking a highly experienced Call Center Operations Manager to lead our growing direct-to-consumer (D2C) customer care team. This role is ideal for a leader who has managed high-volume consumer support centers, driven operational KPIs, built teams, and delivered exceptional customer experiences across phone, chat, email, and social channels. You will oversee day-to-day operations, team performance, workforce management, quality assurance, escalations, and continuous process improvement.
This is an operational leadership role—not account management or sales. What You’ll Do • Lead and manage the daily operations of our in-house D2C call center, ensuring world-class service quality and response times. • Oversee a team of customer care agents, supervisors, and leads across all support channels (phone, chat, email, SMS). • Drive performance across core KPIs, including AHT, FCR, CSAT, NPS, SLA adherence, QA scores, and staffing efficiency. • Implement and optimize call routing, workflows, knowledge bases, and SOPs to improve operational consistency and customer outcomes.
• Own the escalation management process, including chargebacks, refunds, complaints, and customer sentiment recovery. • Partner cross-functionally with Fulfillment, Logistics, Product, Marketing, and eCommerce to resolve consumer issues at the root cause level. • Build workforce schedules, forecast call volumes, and manage staffing needs to meet demand. • Identify and execute improvements in tools, technology, scripts, training, and processes. • Report on performance, trends, and improvements to senior leadership on a weekly and monthly basis.
• Champion a culture of customer obsession, coaching, accountability, and continuous improvement. What You Bring • 5+ years of experience managing call centers, contact centers, or customer care operations (required). • Experience supporting direct-to-consumer (D2C) brands, e-commerce, retail, or fast-paced consumer environments. • Proven success leading large teams of customer care agents and achieving KPI targets. • Hands-on experience with call center tools such as Zendesk, Five9, NICE/InContact, Talkdesk, Freshdesk, or similar.
• Strong analytical skills with the ability to interpret data and optimize performance. • Ability to design and improve processes, SOPs, QA standards, and agent training programs. • Excellent communication, coaching, leadership, and problem-solving skills. • Results-driven mindset with a passion for elevating the customer experience. Preferred Qualifications • Experience with ecommerce, retail, or subscription-model support. • Prior work in multi-channel or omnichannel D2C operations. • Background managing outsourced/BPO teams is a plus.
What We Offer • Competitive salary aligned with experience • Growth opportunities in a fast-scaling, consumer-focused organization • Full benefits package • A leadership role with meaningful impact on customer experience and brand loyalty Apply tot his job