The Operations Manager will oversee daily operational activities and lead the Customer Service team in delivering exceptional support experiences across phone, email, and chat channels. This role is responsible for driving operational excellence, improving customer and member satisfaction, developing scalable processes, and partnering cross-functionally to support continued company growth. The ideal candidate is an experienced leader with strong communication, analytical, and process improvement skills who thrives in a fast-paced fitness and technology environment.

Key Responsibilities

Customer Service Leadership

Provide day-to-day leadership of the Customer Service team as they deliver live phone, email, and chat support for customers and members using Echelon equipment and membership plans.
Lead, mentor, and grow the Customer Service team while fostering a culture focused on accountability, engagement, and customer satisfaction.
Coach and develop team members to ensure customer and member satisfaction improves with every interaction.
Serve as the final point of escalation for customers and members requiring elevated levels of care and issue resolution.
Ensure accurate record-keeping and documentation of customer and member service actions, communications, and resolutions.

Operational Excellence

Achieve established service level agreements (SLAs) while proactively improving workflows, training programs, and operational procedures to exceed performance targets.
Develop and execute a customer service roadmap and strategic initiatives to support scalable, best-in-class customer and member experiences.
Identify operational inefficiencies and implement process improvements that enhance productivity, service quality, and team performance.
Collect, analyze, and synthesize operational and customer service data to recommend improvements in tools, techniques, systems, and workflows.
Anticipate operational needs and challenges while providing seamless solutions in a fast-paced environment.

Cross-Functional Collaboration

Partner with Product, Marketing, and Operations teams to develop and analyze metrics measuring team growth, operational efficiency, and customer satisfaction.
Foster effective communication and collaboration with cross-functional teams to support company initiatives and streamline processes.
Support implementation of new operational strategies, product launches, and customer experience enhancements.

Compliance & Reporting

Ensure all activities are conducted in compliance with applicable company policies, procedures, regulations, and operational standards.
Monitor operational KPIs and prepare reports for leadership regarding team performance, customer trends, and service improvements.
Maintain organized operational documentation and reporting systems.

Qualifications

Bachelor’s degree in Business Administration, Operations Management, Communications, or related field preferred.
3–7 years of operations management and/or customer service leadership experience.
Experience managing customer support teams in a high-volume environment.
Strong leadership, coaching, and team development skills.
Excellent organizational, analytical, and problem-solving abilities.
Strong verbal and written communication skills.
Ability to manage multiple priorities and adapt in a fast-paced environment.
Experience with CRM platforms, customer support systems, and reporting tools preferred.

Preferred Skills

Experience in the fitness, wellness, technology, or connected fitness industry.
Knowledge of customer experience strategies and operational scaling.
Data analysis and KPI reporting experience.
Proficiency in Microsoft Office Suite, Google Workspace, and customer service platforms.

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