Nysonian Inc. · 3 months ago
Customer Care Operations Manager (D2C Contact Center)
Miami, FL
Full-time
Onsite
Senior Level
5+ years expNysonian Inc. is seeking a highly experienced Call Center Operations Manager to lead their direct-to-consumer customer care team. This role involves overseeing daily operations, managing team performance, and driving operational KPIs to deliver exceptional customer experiences across various channels.
Retail
Responsibilities
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
Qualification
Required
5+ years of experience managing call centers, contact centers, or customer care operations
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
Preferred
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
Benefits
Competitive salary aligned with experience
Growth opportunities in a fast-scaling, consumer-focused organization
Full benefits package
Company
Nysonian Inc.
At Nysonian, we exist to build the next generation of global lifestyle brands—brands that inspire how people travel, move, and live.
Toronto, ON, CA
201-500 employeesFunding
Current Stage
Growth StageCompany data provided by crunchbase