Customer Operations Manager

Posted 3 hours 35 minutes ago by Jobtailor

Permanent

Full Time

Call Centre / Customer Service Jobs

Dublin, Ireland

Job Description

Responsibilities

Lead and scale post purchase operations across multiple eCommerce marketplaces and channels.
Oversee Customer Service, Order Management, and Fraud Operations.
Ensure high quality customer support and communication across all channels.
Manage fulfilment related issues, escalations, and operational coordination.
Support fraud monitoring, reporting, and escalation processes.
Collaborate with cross functional teams for operational improvements.
Produce and present monthly reports on customer service KPIs and team performance.

Requirements

Proven experience (5+ years) in Customer Operations, Customer Service Management, or a similar operational leadership role, preferably in eCommerce or marketplaces.
Bachelor's degree in Business, Operations, Management, or related discipline preferred; qualifications in Lean Six Sigma, Agile, or Continuous Improvement methodologies are advantageous.
Strong experience leading teams, managing operational KPIs, and improving performance within fast paced environments.
Demonstrated experience improving operational processes, workflows, and efficiencies to support scalability and continuous improvement.
Experience developing structured, process driven ways of working, including the use of automation or AI enabled tools to reduce manual effort.
Strong analytical mindset with the ability to interpret operational data, identify trends, and support informed decision making.
Familiarity with Order Management Systems (OMS), Customer Service Platforms, and fraud monitoring/reporting tools.
Strong communication and stakeholder management skills, including the ability to present operational insights to senior leadership.

Hard Skills

Soft Skills

Certifications & Qualifications