Senior Operations Lead – Customer Experience and Execution
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Job Description
Senior Operations Lead managing customer experience and execution for a US-based home services company. Leading operations to improve service delivery and team performance in a remote environment.
Responsibilities:
- Run the daily operating rhythm: priorities, handoffs, accountability, and follow-through in Slack
- Ensure coverage is working across phones, texts, and email tickets throughout the day (with the team)
- Handle escalations and customer happiness: resolve higher-stakes issues and protect trust
- Create consistency: standard responses, playbooks, and decision rules so the team isn’t reinventing the wheel
- Improve scheduling quality and service delivery: catch risk early and coordinate fixes fast
- Coach performance: QA checks, feedback, and training so execution becomes reliable
- Upgrade systems and workflows: simplify what is too manual and reduce errors over time
- Drive end-of-day clarity: clean wrap-ups, pending items, and next steps
- Ensure the team’s coverage is working every day.
Requirements:
- Strong spoken and written English and Spanish
- 4+ years in operations, service delivery, customer support operations, or similar (remote is a plus)
- Proven ability to build structure: SOPs, training, QA, and accountability loops
- Calm under pressure - you can triage quickly and make good decisions without spiraling
- High ownership - you don’t need chasing, and you don’t disappear when it gets hard
- Tech adaptable: you can learn new tools fast and keep systems organized
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