Job Summary

The Senior Customer Happiness Team Manager is a hybrid operational role that bridges front-line leadership with stakeholder alignment. While continuing to directly support and develop a team of agents and/or gurus, this role acts as the primary operational coordinator and "decision tie-breaker" across shifts and channels. Additionally, this position serves as the senior operational point of contact for US market stakeholders, ensuring local business nuances are seamlessly integrated into daily customer service execution.

Essential Duties and Responsibilities

To perform this position successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Company Values: Responsible for upholding company mission, vision, and values.
• US Market Liaison: Serves as the primary operational point of contact and senior liaison for US-based stakeholders, communicating market-specific updates, promotional impacts, and localized customer feedback to the broader team.
• Operational Coordination: Coordinates day-to-day workflow, shift handovers, and resource allocation across the team to ensure multi-channel SLAs (Phone, Email, Live Chat) are met consistently.
• Stats and reporting: Owning the completion of, documentation of, and reporting of US CHT stats (different parts can be delegated, but responsible for verifying their completion and ensuring delivery to stakeholders).
• Decision Tie-Breaker: Acts as the definitive escalation point and tie-breaker for supervisors regarding policy interpretations, gray-area customer resolutions, and cross-team operational bottlenecks.
• Stakeholder Reporting: Aggregates and contextualizes daily/weekly team performance statistics, delivery trends, and friction points for delivery directly to the Service and Performance Director and US stakeholders.
• Process Alignment: Facilitates calibration sessions among supervisors and gurus to ensure consistency in performance appraisals, coaching methods, and quality standards.
• Continuous Improvement Support: Identifies systemic operational hurdles impacting the US market and collaborates with the Director to trial and implement localized process adjustments.
• Core Team Management: Continues to perform standard team manager functions for direct reports (supervisors/gurus), including performance reviews, coaching, and objective setting.
• Other Duties: Special coordination tasks or pilot projects as assigned by the Service and Performance Director to evaluate the ongoing necessity of this interface role.

Supervisory Responsibilities

• Directly manages, coaches, and mentors agents and guru/s reporting into them
• Helps manage, coach, and mentor all supervisors and/or gurus, regardless of reporting lines, focusing on developing their leadership capabilities.
• Coordinates the daily distribution of work across teams during volume spikes or staffing shortages.
• Conducts performance evaluations and supports professional development plans for direct reports.
• Handles elevated disciplinary or sensitive employee relations matters in partnership with HR and the Director.

Requirements

Education and Experience

• Bachelor’s degree in business administration, communication, or a related discipline is preferred.
• At least 5 years of customer service experience, with a proven track record in a supervisory or team manager capacity.
• Demonstrated experience collaborating with cross-functional or international stakeholders (specifically within the US market context).
• Proven ability to mediate disputes, resolve operational bottlenecks, and make confident, fair decisions under pressure.

Knowledge and Skills

• Strong proficiency with MS Office Suite (Excel, PPT) and/or Google Workspace, with an ability to interpret data trends.
• Deep knowledge of US e-commerce customer expectations, delivery networks, and shipping methodologies.
• Exceptional relational skills; a natural collaborator who can align differing perspectives across teams.