Customer Operations Manager

🌟 Here’s the difference you’ll make As the Customer Experience & Resolution Manager at 2GO Express, you’ll lead the customer resolution and service recovery function, ensuring escalated customer concerns are handled with urgency, accountability, and care.

Responsibilities

• You’ll drive timely case resolution, strengthen customer communication, and work with cross-functional teams to address service issues and improve the overall customer experience.
• Through customer feedback, complaint analysis, and performance monitoring, you’ll identify recurring service gaps and drive corrective actions with the appropriate teams.
• You’ll also lead and develop the Customer Experience & Resolution team, establishing consistent case-handling standards and ensuring customer concerns are properly managed from escalation through closure.
• What you’ll do Customer Escalation & Case Resolution Manage escalated customer concerns beyond first-level handling, ensuring clear case ownership, prioritization, and timely resolution.
• Monitor open cases, aging, backlogs, overdue actions, and repeat escalations to prevent delays.
• Establish escalation protocols, severity levels, and management escalation thresholds.
• Ensure accurate case documentation and consistent follow-through until formal closure.
• Service Recovery & Customer Communication Lead customer communication and service recovery for significant or recurring service failures.
• Provide timely and accurate customer updates throughout the resolution process.
• Coordinate corrective actions with responsible teams while maintaining accountability for customer communication.
• Escalate critical customer-impacting incidents to Operations Support leadership and relevant business unit leaders.
• & Performance Management Establish and monitor key performance indicators, including response and resolution SLAs, case aging, backlog, repeat complaints, and customer satisfaction.
• Maintain performance dashboards that highlight service gaps, emerging risks, and required management actions.
• Analyze case performance by issue type, customer segment, account, location, and responsible function.
• Ensure disciplined follow-through on overdue and high-impact cases.
• Voice of Customer & Service Improvement Analyze customer complaints, escalations, feedback, and satisfaction results to identify recurring pain points.
• Translate customer insights into actionable recommendations for Operations, OPEX, Product, IT, Sales, and business unit management.
• Identify systemic service issues and coordinate corrective and preventive actions with accountable teams.
• Track improvement initiatives and monitor their completion and effectiveness.
• Readiness & Cross-Functional Coordination Support new-account onboarding by establishing customer contact protocols, escalation matrices, and service-recovery requirements.
• Coordinate with Sales, Operations, the Contact Interface Center (CIC), IT, Billing, Product, and other support teams to ensure resolution readiness.
• Facilitate resolution discussions for complex or high-impact customer concerns.
• Maintain clear accountability between case coordination and customer communication, which the CXR team owns, and corrective actions, which remain with the responsible functional teams.
• Refer commercial opportunities, pricing discussions, contract renewals, and account expansion requirements to Sales/Account Management.
• & Continuous Improvement Lead, coach, and develop the Customer Experience & Resolution team to maintain consistent case-handling and service-recovery standards.
• Set performance expectations and conduct regular coaching, performance reviews, and capability development.
• Ensure team proficiency in products, service standards, escalation protocols, customer communication, and relevant systems.
• Prepare management reports on escalations, complaints, customer experience performance, root causes, and action status.
• Improve customer-resolution processes, tools, templates, and reporting in coordination with OPEX and relevant functional owners.
• Are analytical and capable of using customer-service data, complaint trends, and performance dashboards to identify recurring issues and drive improvements.
• Possess excellent communication, conflict-management, and stakeholder-management skills.

Requirements

• You’ll thrive in this role if you… Have a bachelor’s degree in Business Administration, Management, Logistics, Communications, or a related field.
• Bring at least five years of relevant experience in customer experience, customer resolution, service recovery, or customer operations, preferably in logistics, courier, express delivery, or transportation.
• Have at least two to three years of people-management or team-leadership experience.
• Demonstrate strong experience managing escalations, complaints, service recovery, case aging, and cross-functional resolution.
• Can coordinate effectively with Operations, Sales, IT, Billing, OPEX, Product, and other support functions.
• Are proficient in customer-service or case-management systems, CRM platforms, and Microsoft Office applications.
• Demonstrate strong problem-solving, root-cause analysis, leadership, urgency, and execution discipline.