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Customer Operations Lead Jobs (NOW HIRING)

Hertz

Customer Operations Manager

San Francisco, CA · On-site

$70.30K/yr

The Manager may lead a brand or a function and all brands, depending on the size of the location. What You'll Do: * Responsible for daily customer operations and revenue generation for their assigned ...

Hertz

Customer Operations Manager

Milwaukee, WI · On-site

$50K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and ... The Manager may lead a brand or a function and all brands, depending on the size of the location.

Hertz

Customer Operations Manager

Jacksonville, FL · On-site

$55K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and ... The Manager may lead a brand or a function and all brands, depending on the size of the location.

Hertz

Customer Operations Manager

Manhattan, NY · On-site

$66.30K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and ... The Manager may lead a brand or a function and all brands, depending on the size of the location.

Hertz

Customer Operations Manager

Santa Barbara, CA · On-site

$144.60K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and ... The Manager may lead a brand or a function and all brands, depending on the size of the location.

Hertz

Customer Operations Manager

Honolulu, HI · On-site

$129.60K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and ... The Manager may lead a brand or a function and all brands, depending on the size of the location.

SiloSmashers

Operations Lead

Washington, DC

The Operations Lead will have a good understanding of the software and hardware products used by the company and the end-users, as well as experience with customer relationship management (CRM) ...

Leer, Inc.

Customer Operations Specialist

Lisbon, WI · On-site

Customer Operations Specialist Manufacturing | Commercial Operations | Revenue Support Position ... Develop accurate, competitive quotes while balancing pricing, lead times, and feasibility * Manage ...

Hertz

Customer Operations Manager

San Francisco, CA · On-site

$70.30K/yr

The Manager may lead a brand or a function and all brands, depending on the size of the location. What You'll Do: * Responsible for daily customer operations and revenue generation for their assigned ...

Hertz

Customer Operations Manager

San Francisco, CA · On-site

$70.30K/yr

The Manager may lead a brand or a function and all brands, depending on the size of the location. What You'll Do: * Responsible for daily customer operations and revenue generation for their assigned ...

Hertz

Customer Operations Manager

Grand Rapids, MI

$54K/yr

The Customer Operations Manager focuses on the front-of-the-house processes, customer service, and ... The Manager may lead a brand or a function and all brands, depending on the size of the location.

Vicor Corporation

Customer Operations Manager

Andover, MA · On-site

$115K - $140K/yr

... and lead Industrial and Broad Market customer service team • Manage the revenue and bookings ... operations-related initiatives as they occur, including customer issue resolution, process ...

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How much do customer operations lead jobs pay per hour?

As of May 31, 2026, the average hourly pay for customer operations lead in the United States is $27.95, according to ZipRecruiter salary data. Most workers in this role earn between $18.27 and $31.01 per hour, depending on experience, location, and employer.

What are the key skills and qualifications needed to thrive as a Customer Operations Lead, and why are they important?

To thrive as a Customer Operations Lead, you need a strong background in customer service, process improvement, and team leadership, often supported by experience in operations management or a related field. Familiarity with CRM systems, ticketing tools, and data analysis platforms like Salesforce or Zendesk is typically required. Excellent problem-solving, communication, and stakeholder management skills help you build strong teams and resolve customer issues effectively. These skills and qualities are crucial for delivering exceptional customer experiences and optimizing operational efficiency.

How does a Customer Operations Lead typically collaborate with other departments to improve customer experience?

As a Customer Operations Lead, you will regularly work with teams such as Sales, Product, and Engineering to identify customer pain points and develop solutions. This collaboration often involves participating in cross-functional meetings, sharing insights from customer feedback, and helping design process improvements. Building strong relationships across departments is key to ensuring customer issues are resolved efficiently and that service enhancements align with broader business objectives. This role provides a unique opportunity to influence company-wide strategy by acting as the voice of the customer.

What does a Customer Operations Lead do?

A Customer Operations Lead oversees the daily operations of a customer service or support team to ensure high-quality service delivery. They manage staff, optimize workflows, and implement strategies to improve customer satisfaction and operational efficiency. This role often involves analyzing performance metrics, handling escalated issues, and collaborating with other departments to enhance the customer experience. Additionally, they may contribute to process improvements and training programs to develop their team's skills.

What is the difference between Customer Operations Lead vs Customer Service Manager?

AspectCustomer Operations LeadCustomer Service Manager
Primary FocusOversees customer experience, process improvements, and operational efficiencyManages customer service team, handles escalations, and ensures customer satisfaction
Required SkillsProcess management, cross-functional collaboration, data analysisTeam leadership, communication, conflict resolution
Work EnvironmentCross-departmental, strategic planningCustomer support teams, direct customer interaction
Common UsageIndustry-wide, especially in SaaS and e-commerceRetail, telecom, and service industries

The Customer Operations Lead focuses on optimizing overall customer processes and experience, often working across departments. In contrast, the Customer Service Manager primarily manages the customer support team and handles direct customer interactions. Both roles require strong communication skills, but their scope and responsibilities differ significantly.

More about Customer Operations Lead jobs
What job categories do people searching Customer Operations Lead jobs look for? The top searched job categories for Customer Operations Lead jobs are:
Customer Operations Lead jobs near you
Infographic showing various Customer Operations Lead job openings in the United States as of May 2026, with employment types broken down into 1% As Needed, 76% Full Time, 21% Part Time, 1% Temporary, and 1% Contract. Highlights an 91% Physical, 3% Hybrid, and 6% Remote job distribution, with an average salary of $58,139 per year, or $28 per hour.
Customer Experience Operations Lead

Customer Experience Operations Lead

Aventiv Technologies, LLC

Plano, TX • On-site

$128.20K/yr

Full-time

Medical, Life, Retirement, PTO

Posted 25 days ago

Job description

Job Purpose: The Customer Experience Operations Lead will serve as the central owner of the end-to-end customer experience across all Securus products and services. This is a highly visible role, both internally and externally, responsible for ensuring customer satisfaction, retention, and service excellence across high-profile and at-risk accounts.
This position acts as the connective tissue across departments, identifying gaps in service delivery, driving alignment, and leading coordinated remediation efforts. The role requires strong operational awareness, executive presence, and the ability to lead without authority to ensure issues are resolved completely, not just addressed at a surface level.
The Customer Experience Operations Lead will proactively engage where risks exist, holistically, and translate customer feedback, operational data, and service trends into actionable improvements across the organization.
Essential Duties:
  • Own the full customer experience across all products, services, and touchpoints
  • Ensure continuity and accountability from issue identification through full resolution
  • Act as the single point of ownership for high-impact customer concerns and escalations
  • Lead coordination across Technical Support, Product, Engineering, Field Services, NOC, and Operations to resolve issues
  • Ensure no issue stalls, is deprioritized, or lost during handoffs between teams
  • Drive clear ownership, timelines, and accountability across all involved teams
  • Escalate risks proactively and ensure leadership visibility when needed
  • Customer Experience Gap Identification & Remediation
  • Identify breakdowns in service delivery, communication, or process across departments
  • Conduct end-to-end journey mapping to uncover root causes of dissatisfaction
  • Develop and execute remediation plans with clear actions, owners, and timelines
  • Track and validate that corrective actions result in measurable improvements
  • Lead engagement with high-value, high-risk, or strategically important customers
  • Support contract renewals by improving customer confidence and service outcomes
  • Participate in customer meetings, business reviews, and on-site engagements as needed
  • Monitor customer health through ticket data, SLA performance, trends, and feedback
  • Track escalations, resolution timelines, and recurring issues to identify systemic gaps
  • Build and maintain a customer experience risk register and prioritize interventions
  • Provide executive-level reporting with clear insights and recommended actions
  • Serve as the voice of the customer within internal leadership discussions
  • Translate customer feedback into actionable improvements across product and operations
  • Facilitate cross-functional discussions to address recurring issues and improve processes
  • Drive a culture of accountability, urgency, and customer-first thinking
  • Perform other related duties as assigned or required.

Knowledge, Skills, and Abilities:
  • Strong ability to lead cross-functional initiatives without direct authority
  • Excellent communication skills with the ability to engage frontline teams through executives
  • Proven ability to manage high-pressure, high-visibility situations with professionalism
  • Strong analytical and problem-solving skills with a data-driven mindset
  • Ability to translate complex operational issues into clear action plans
  • Skilled in escalation management, service delivery, and customer experience improvement
  • Strong organizational skills with the ability to manage multiple priorities simultaneously
  • Executive presence and ability to influence decision-making
  • Deep understanding of service operations, SLAs, and customer expectations
  • Ability to build alignment across diverse teams with competing priorities

Minimum Qualifications:
  • High school diploma or GED
  • 5+ years of experience in Customer Success, Operations, Technical Support, or Service Delivery
  • Demonstrated experience managing escalations and driving cross-functional resolution
  • Experience working in complex, multi-department environments
  • Strong experience with CRM, ticketing systems, and reporting tools (e.g., Salesforce, Excel)
  • Proven ability to analyze data and drive actionable insights

Preferred Qualifications:
  • Bachelor's degree in Business, Information Technology, or related field
  • Experience with SalesForces and/or Oracle or other incident/ticket management platforms
  • Knowledge of SLA and contract-based service delivery models
  • Prior experience in correctional technology or highly regulated industries

Physical Requirements:
  • While performing the duties of this job, the employee is regularly required to: stand, sit, talk, hear, and use hands and fingers to operate a computer, telephone, and a variety of office equipment.
  • Occasionally, this position may need to reach, stoop, or kneel.

Salary and Benefits:
At Aventiv, our salary and benefits are designed to fit you as a whole person. We offer a salary range based on experience and qualifications to ensure your unique contributions are met with our most competitive offer.
  • $73,120.67 - $83,357.57 per year
  • Health Insurance
  • 401(k)
  • Disability
  • Life Insurance
  • Paid Time Off
  • Voluntary Benefits

Aventiv Privacy Policy:
www.aventiv.com/privacy
Equal Employment Policy:
Aventiv is proud to be an equal opportunity employer. All decisions regarding recruiting, hiring, promotion, assignment, training, termination and other terms and conditions of employment will be made without regard to race, color, national origin, biological sex, sexual orientation, gender identity, gender expression, gender presentation, religion, age, pregnancy, disability, work-related injury, veteran status, genetic information, marital status or any other factor that the law protects from employment discrimination. We do not discriminate based on genetic information in accordance with the Genetic Information Nondiscrimination Act.
Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.

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