Customer Services Operations Manager

About the role

The Customer Services Operations Manager leads the customer service function within a high‑traffic public terminal. Reporting to senior leadership, you will shape strategy, oversee multiple team leads and frontline ambassadors, and ensure a consistent, high‑quality experience for all visitors.

Key responsibilities

• Provide overall leadership for the customer service department, managing team leads/supervisors and their frontline staff.
• Develop and implement service strategies, SOPs, and quality frameworks aligned with organisational goals.
• Own workforce planning, including headcount forecasting, budgeting, recruitment, and shift scheduling.
• Set performance targets and KPIs (customer satisfaction, response times, complaint resolution) and hold leads accountable.
• Analyse performance data and feedback to drive improvement initiatives.
• Lead recruitment, onboarding, training curriculum design, and career progression for the team.
• Act as senior escalation point for high‑severity complaints and reputational risks.
• Collaborate with cross‑functional heads (security, operations, retail, transportation partners, facilities) to align service delivery.
• Represent the department in leadership meetings, presenting reports and improvement plans.
• Manage vendor or outsourced provider relationships, ensuring contract performance.
• Drive change management for new technologies such as wayfinding tools and CRM/feedback systems.
• Ensure compliance with regulatory, safety, and organisational policies.
• Coordinate crisis communication during disruptions or emergencies.
• Mentor and develop team leads to build a leadership pipeline.

Required profile

• 5+ years progressive experience in customer service or experience roles, with at least 2 years in a managerial capacity.
• Background in high‑volume public‑facing environments such as transportation, hospitality, or retail.
• Proven ability to manage multi‑layered teams at scale.
• Strong strategic thinking, budgeting, and workforce planning capabilities.
• Excellent stakeholder management and executive communication skills.

Required skills