Operations Manager

The Operations Manager will lead and manage the end-to-end operations of a critical E-commerce retail platform chat support campaign. This role is central to ensuring our service delivery exceeds performance targets, client expectations, and internal KPIs, specifically within the dynamic environment of online customer and seller support.The Operations Manager will oversee a cross-functional team, driving chat satisfaction, sales performance, and operational efficiency across the digital platform.Key ResponsibilitiesClient Program & Platform Chat OversightLead the day-to-day chat support operations for the client program, ensuring service excellence across key chat touchpoints (pre-sale inquiries, post-order support, returns, and escalations).Serve as the main point of contact, managing regular business reviews focused on chat performance metrics and client updates.Translate the client's service goals and brand standards into actionable operational strategies specifically for the chat channel.Team Leadership & Performance ManagementManage a team of Supervisors, Trainers, and QA Analysts supporting frontline Chat Support Agents.Drive a high-performance culture through coaching, mentoring, and goal-setting tailored to chat productivity and quality.Ensure staffing plans and workforce utilization are optimized to meet peak e-commerce traffic and operational chat requirements.Operational Excellence & Chat EfficiencyDrive adherence to chat-specific KPIs such as Average Handle Time (AHT), Chat Quality Assurance (CQA) scores, First Contact Resolution (FCR), and order accuracy.Identify and implement process improvements, chat automation opportunities (e.g., chatbot integration, canned response optimization), and efficiency measures.Ensure compliance with internal standards and client-defined Service Level Agreements (SLAs) for response and resolution times.QualificationsBachelor’s degree in Business, Communications, Marketing, or a related field preferred.3+ years of experience in a BPO, e-commerce, or Customer Experience (CX) operations environment, with at least 2 years in a program or operations management role.Strong background in high-volume chat support, inside sales, or omnichannel retail support is a significant advantage.Excellent verbal and written communication skills (critical for chat content and training).Ability to analyze chat data, understand trends, and take proactive actions to improve key metrics.Results-driven, detail-oriented, and highly organized.Comfortable working in a fast-paced, performance-focused e-commerce environment.