What are the responsibilities and job description for the Customer Care Operations Manager (D2C Contact Center) position at Nysonian Inc.?
Call Center Operations Manager – Direct-to-Consumer (D2C)
Location: Miami, FL (On-site)
Employment Type: Full-time
About The Role
We are seeking a highly experienced Call Center Operations Manager to lead our growing direct-to-consumer (D2C) customer care team. This role is ideal for a leader who has managed high-volume consumer support centers, driven operational KPIs, built teams, and delivered exceptional customer experiences across phone, chat, email, and social channels.
You will oversee day-to-day operations, team performance, workforce management, quality assurance, escalations, and continuous process improvement. This is an operational leadership role—not account management or sales.
What You’ll Do
Location: Miami, FL (On-site)
Employment Type: Full-time
About The Role
We are seeking a highly experienced Call Center Operations Manager to lead our growing direct-to-consumer (D2C) customer care team. This role is ideal for a leader who has managed high-volume consumer support centers, driven operational KPIs, built teams, and delivered exceptional customer experiences across phone, chat, email, and social channels.
You will oversee day-to-day operations, team performance, workforce management, quality assurance, escalations, and continuous process improvement. This is an operational leadership role—not account management or sales.
What You’ll Do
- Lead and manage the daily operations of our in-house D2C call center, ensuring world-class service quality and response times.
- Oversee a team of customer care agents, supervisors, and leads across all support channels (phone, chat, email, SMS).
- Drive performance across core KPIs, including AHT, FCR, CSAT, NPS, SLA adherence, QA scores, and staffing efficiency.
- Implement and optimize call routing, workflows, knowledge bases, and SOPs to improve operational consistency and customer outcomes.
- Own the escalation management process, including chargebacks, refunds, complaints, and customer sentiment recovery.
- Partner cross-functionally with Fulfillment, Logistics, Product, Marketing, and eCommerce to resolve consumer issues at the root cause level.
- Build workforce schedules, forecast call volumes, and manage staffing needs to meet demand.
- Identify and execute improvements in tools, technology, scripts, training, and processes.
- Report on performance, trends, and improvements to senior leadership on a weekly and monthly basis.
- Champion a culture of customer obsession, coaching, accountability, and continuous improvement.
- 5 years of experience managing call centers, contact centers, or customer care operations (required).
- Experience supporting direct-to-consumer (D2C) brands, e-commerce, retail, or fast-paced consumer environments.
- Proven success leading large teams of customer care agents and achieving KPI targets.
- Hands-on experience with call center tools such as Zendesk, Five9, NICE/InContact, Talkdesk, Freshdesk, or similar.
- Strong analytical skills with the ability to interpret data and optimize performance.
- Ability to design and improve processes, SOPs, QA standards, and agent training programs.
- Excellent communication, coaching, leadership, and problem-solving skills.
- Results-driven mindset with a passion for elevating the customer experience.
- Experience with ecommerce, retail, or subscription-model support.
- Prior work in multi-channel or omnichannel D2C operations.
- Background managing outsourced/BPO teams is a plus.
- Competitive salary aligned with experience
- Growth opportunities in a fast-scaling, consumer-focused organization
- Full benefits package
- A leadership role with meaningful impact on customer experience and brand loyalty