Customer Operations & Office Manager

Client of hirelebanese

To oversee daily business workflows and ensure high customer satisfaction while maintaining an efficient office environment. This includes optimizing service processes, leading support teams, managing office logistics, budgeting, and implementing operational policies to drive overall productivity.

Key Responsibilities

1. Customer Operations & Experience (CX)

• Strategy: Develop and implement CX strategies to boost retention and map customer journeys to identify and resolve pain points.
• Service Delivery: Oversee daily support workflows and call center management; ensure timely resolution of inquiries and high satisfaction scores.
• Data Analysis: Monitor and report on KPIs such as NPS, CSAT, and First Response Time (FRT).
• Escalation: Act as the final point of contact for complex customer issues, coordinating cross-functionally for resolutions.
• Logistics: Ensure accuracy in order processing, billing, and shipping logistics for a seamless post-purchase experience.

2. Operational Strategy & Team Leadership

• Process Improvement: Design and implement Standard Operating Procedures (SOPs) to eliminate waste and increase inter-departmental efficiency.
• Strategic Planning: Collaborate with senior leadership to align daily operations with long-term company goals.
• Team Management: Supervise, mentor, and train staff. Lead recruitment efforts and conduct performance reviews to foster a high-accountability culture.
• Compliance: Ensure all operations meet industry standards, regulatory requirements, and health and safety protocols.

3. Office Management & Administration

• Facility Oversight: Manage daily office operations, including maintenance, repairs, security, and workspace organization.
• Vendor Management: Oversee contracts and pricing with service providers (Utilities, IT, Janitorial, etc.) and coordinate equipment inventory.
• Financial Oversight: Manage the administrative budget, track expenses, conduct cost-benefit analyses, and process invoices.
• HR & Culture: Coordinate employee onboarding, maintain personnel records, and lead company events and culture-building initiatives.