What are the responsibilities and job description for the Customer Experience & Service Operations Manager position at AppleOne Employment Services?
What You’ll Do
Lead and oversee after-sales service operations across the Americas region
Manage technical support teams, service administration, repair coordination, and third-party service providers
Drive operational excellence and ensure timely completion of service requests and support cases
Monitor and improve customer experience across phone, email, and chat support channels
Manage and analyze KPIs including turnaround time (TAT), customer satisfaction (CSAT), and first call resolution (FCR)
Lead, coach, and develop technical and administrative teams
Partner cross-functionally with internal departments to improve service workflows and operational efficiency
Support implementation and adoption of new technologies, systems, and processes
Handle escalated customer concerns and complex service-related issues
Align service operations with evolving product updates, technical requirements, and business objectives
What We’re Looking For
Bachelor’s degree required
5 years of leadership experience in customer experience, service operations, technical support, or after-sales service
Proven ability to lead and develop high-performing teams in a fast-paced environment
Strong customer service mindset with experience handling escalated and complex issues
Experience managing operational performance through KPIs and data-driven decision-making
Understanding of communication technologies, software/hardware support, and service operations
Experience with CRM, ERP, and service management platforms such as Zendesk, Salesforce, or similar systems
Excellent communication, organizational, and problem-solving skills
Ability to collaborate effectively across teams, regions, and cultures
Adaptable, accountable leader with a continuous improvement mindset
Why Join This Team?
Opportunity to lead service operations for a globally recognized premium technology brand
Collaborative international culture with strong leadership support
Exposure to innovative products and technologies across music, live events, streaming, conferencing, and professional audio
Career growth opportunities within a stable and forward-thinking organization
Flexible work environment and strong work-life balance support
Competitive Compensation And Comprehensive Benefits Package
Opportunity to make a meaningful impact on customer experience and operational strategy
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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Lead and oversee after-sales service operations across the Americas region
Manage technical support teams, service administration, repair coordination, and third-party service providers
Drive operational excellence and ensure timely completion of service requests and support cases
Monitor and improve customer experience across phone, email, and chat support channels
Manage and analyze KPIs including turnaround time (TAT), customer satisfaction (CSAT), and first call resolution (FCR)
Lead, coach, and develop technical and administrative teams
Partner cross-functionally with internal departments to improve service workflows and operational efficiency
Support implementation and adoption of new technologies, systems, and processes
Handle escalated customer concerns and complex service-related issues
Align service operations with evolving product updates, technical requirements, and business objectives
What We’re Looking For
Bachelor’s degree required
5 years of leadership experience in customer experience, service operations, technical support, or after-sales service
Proven ability to lead and develop high-performing teams in a fast-paced environment
Strong customer service mindset with experience handling escalated and complex issues
Experience managing operational performance through KPIs and data-driven decision-making
Understanding of communication technologies, software/hardware support, and service operations
Experience with CRM, ERP, and service management platforms such as Zendesk, Salesforce, or similar systems
Excellent communication, organizational, and problem-solving skills
Ability to collaborate effectively across teams, regions, and cultures
Adaptable, accountable leader with a continuous improvement mindset
Why Join This Team?
Opportunity to lead service operations for a globally recognized premium technology brand
Collaborative international culture with strong leadership support
Exposure to innovative products and technologies across music, live events, streaming, conferencing, and professional audio
Career growth opportunities within a stable and forward-thinking organization
Flexible work environment and strong work-life balance support
Competitive Compensation And Comprehensive Benefits Package
Opportunity to make a meaningful impact on customer experience and operational strategy
Equal Opportunity Employer / Disabled / Protected Veterans
The Know Your Rights poster is available here:
https://www.eeoc.gov/sites/default/files/2023-06/22-088_EEOC_KnowYourRights6.12.pdf
The pay transparency policy is available here:
https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_ English_formattedESQA508c.pdf
For temporary assignments lasting 13 weeks or longer, the Company is pleased to offer major medical, dental, vision, 401k and any statutory sick pay where required.
We are committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation for any part of the employment process, please contact your staffing representative who will reach out to our HR team.
AppleOne participates in the E-Verify program in certain locations as required by law. Learn more about the E-Verify program.
https://e-verify.uscis.gov/web/media/resourcesContents/E-Verify_Participation_Poster_ES.pdf
We also consider for employment qualified applicants regardless of criminal histories, consistent with legal requirements, including, if applicable, the City of Los Angeles’ Fair Chance Initiative for Hiring Ordinance. Pursuant to applicable state and municipal Fair Chance Laws and Ordinances, we will consider for employment-qualified applicants with arrest and conviction records, including, if applicable, the San Francisco Fair Chance Ordinance. For Los Angeles, CA applicants: Qualified applications with arrest or conviction records will be considered for employment in accordance with the Los Angeles County Fair Chance Ordinance for Employers and the California Fair Chance Act.
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