About the role

Role Overview

The Customer Service Operations Manager leads a team of Operations Supervisors and specialists responsible for delivering exceptional roadside assistance experiences at scale. You will own frontline and escalation performance, service quality, customer satisfaction, and operational efficiency, partnering across Operations, Workforce Management, Training, Product, Technology, and Leadership.

Responsibilities

Lead from the front, supporting the team during high-demand periods
Lead and develop Operations Supervisors across frontline and escalation functions
Own performance against key operational metrics (service levels, quality, customer satisfaction, productivity)
Provide leadership and guidance for complex customer and provider escalations
Partner with Workforce Management, Training, Product, and Engineering to improve operational performance
Analyze operational data and trends to identify improvement opportunities and drive corrective action
Develop and implement process improvements to enhance efficiency, scalability, and service quality
Conduct regular performance reviews, coaching, and development discussions
Communicate operational performance, risks, and recommendations to senior leadership
Lead operational response during service disruptions, severe weather, and other high-impact incidents
Foster a culture of accountability, collaboration, and continuous improvement

Requirements

5+ years leadership experience in customer service, contact center, or operations
Experience leading supervisors and developing high-performing customer-facing teams
Customer-first mindset, especially in complex/escalated situations
Strong analytical and problem-solving skills; ability to use data to improve performance
Proven ability to identify operational challenges and drive measurable process improvements
Calm under pressure in a fast-paced, rapidly changing environment
Strong interpersonal skills to influence, coach, and collaborate across the org
Proficiency with Google Workspace and contact center technologies

Preferred Qualifications

Experience with workforce management, quality assurance, performance management, and customer experience metrics
Industry experience in roadside assistance, insurance, transportation, logistics, or other service-based industries

About Swooped

Swooped is a technology-driven talent platform and marketplace that connects enterprise customers needing roadside assistance with a nationwide network of independent service providers. It builds the dispatch engine and underlying technology infrastructure to deliver timely support at scale, leveraging automation and AI to improve operational performance.