Remote job
Senior Manager, B2C Operations
Job details
About this role
Role overview
Lead the consumer support operation for a secondary ticketing business, ensuring customers receive accurate, consistent help across phone, chat, email, and messaging. You will manage an offshore BPO operation, establish the operating model and performance standards, and improve the support experience as transaction volume grows. The role combines operational leadership, vendor management, training, quality assurance, and real-time escalation management for event-day issues.
Responsibilities
- Design and operate the offshore contact-center model, including staffing, workflows, tooling, escalation paths, and service standards. - Manage the BPO relationship day to day, setting expectations and holding the partner accountable for service-level agreements, quality, and customer outcomes. - Build and maintain agent onboarding and training programs covering ticketing knowledge, communication standards, and judgment in high-stakes situations. - Oversee multichannel support for routine order questions and urgent event-access problems, including denial-of-entry and day-of-event escalations. - Define and monitor key performance indicators such as response and resolution times, customer satisfaction, quality scores, and escalation rates. - Establish reporting and quality-review cadences, then refine staffing, processes, and tools as the operation scales.
Requirements
- Significant experience leading consumer support teams in ticketing, live events, a ticket marketplace, or a comparable business. - Direct experience operating offshore customer support teams and managing BPO partners against SLAs and quality expectations. - Proven ability to design and run agent training and onboarding programs. - Strong knowledge of contact-center KPIs, quality assurance, and multichannel support across voice, chat, email, and messaging. - Experience handling time-sensitive, high-impact customer situations, such as event-access problems and escalations on the day of an event. - Ability to build scalable support organizations and improve performance through clear processes and data.
Benefits and work setup
The position is US-based and may be performed remotely or in a hybrid arrangement. Periodic international travel to the offshore support location is required.