Manager of Service Operations

1 week ago

Ramat Gan, Tel Aviv, Israel 0771d160-618f-4a3f-a79d-9fb29cf33ffe Full time ₪60,000 - ₪120,000 per year

Become part of an expanding enterprise and spearhead the customer success and satisfaction our call centers throughout the country.

About the Role

We are seeking an experienced and analytical
Customer Success Manager (CSM)
to oversee and optimize the performance of our customer service operations across multiple branches. This role focuses on ensuring that our call centers (commercial and technical) operate efficiently, meet service standards, and deliver an exceptional customer experience.

The ideal candidate is a data-driven professional with strong communication skills, experience in managing service processes, and the ability to lead improvement initiatives across distributed teams.

Key Responsibilities

Operational Oversight

  • Monitor and ensure the smooth functioning of customer service call centers across all company branches.
  • Supervise day-to-day service operations, identifying gaps and opportunities for improvement.
  • Conduct routine site visits to branches to assess service quality, operational adherence, and workforce effectiveness.
  • Serviceability: Review and optimize service processes (SOPs), ensuring that customer support workflows are logical, efficient, and scalable.

Performance & KPI Management

  • Define, measure, and analyze key call center KPIs (e.g., SLA, AHT, FCR, CSAT, service levels, productivity metrics).
  • Produce operational dashboards, performance reports, and actionable insights for management.
  • Lead targeted improvement plans based on data trends and service metrics.

Budget & Resource Management

  • Build, manage, and track annual budgets for customer service operations.
  • Evaluate staffing levels, workforce costs, and operational expenditures to ensure optimal resource utilization.
  • Support forecasting of call volumes, staffing needs, and cost planning.

Process Development & Serviceability

  • Create and refine service processes, scripts, workflows, and customer handling procedures.
  • Drive standardization of service operations across branches.
  • Identify bottlenecks in serviceability processes and lead cross-functional solutions.

Work Plans & Project Execution

  • Develop annual and quarterly operational work plans aligned with business goals.
  • Manage and lead service-improvement projects end-to-end.
  • Collaborate with HR, IT, Operations, and branch managers to ensure successful execution of service initiatives.

Customer Experience & Escalation Handling

  • Monitor escalation trends and lead root-cause analysis.
  • Implement initiatives to enhance overall customer satisfaction and service delivery standards.

Requirements

Experience

  • 3–5+ years of experience in customer service operations, call-center management, NOC or service delivery roles.
  • Proven track record of analyzing KPIs and managing performance metrics.
  • Experience managing budgets and operational planning.

Skills

  • Strong analytical mindset; ability to interpret complex operational data.
  • Excellent communication, leadership, and stakeholder-management skills.
  • Ability to work independently and manage multiple priorities.
  • High proficiency in Excel/Sheets, BI tools (advantage), and CRM/CX systems.

Additional Requirements

  • Willingness and ability to travel regularly to company branches.
  • Strong service orientation and problem-solving abilities.
  • Bachelor's degree in Business Administration, Industrial Engineering, or a related field (advantage).

  • Customer Service Executive

    1 week ago

    Ramat Gan, Tel Aviv, Israel TBO Full time ₪40,000 - ₪80,000 per year

    TBO.COM - an international award-winning travel tech organization is looking for an experienced Customer Service specialist to join our Israeli team. The ideal candidate has high verbal, writing and communication working skills both in English and Hebrew languages regularly.Job description:Operational handling of Online Reservations for Hotels, Flights, Car...

  • Revenue Operations Manager

    2 weeks ago

    Ramat Gan, Tel Aviv, Israel WSC Sports Full time ₪100,000 - ₪120,000 per year

    WSC Sports, the pioneer in AI-powered sports content technology, empowers their clients world-wide to connect with their fans through AI-tailored sports content experiences. WSC Sports' platform automates the creation, management and distribution of content, enabling sports rights holders to expand reach, grow fan bases, and unlock revenue opportunities...

  • Revenue Operations Manager

    1 week ago

    Ramat Gan, Tel Aviv, Israel BiltOn Full time ₪90,000 - ₪120,000 per year

    Company DescriptionBiltOn offers a comprehensive cloud-based solution built to empower General Contractors and Developers to stay on top of project operations, safety, risk, and compliance. With innovative solutions like 3D facial verification, automated compliance tracking, and real-time insights, BiltOn enables General Contractors and Developers to avoid...

  • Ad Operations Manager

    1 week ago

    Ramat Gan, Tel Aviv, Israel Yarden Abramovich HR Consulting Full time ₪100,000 - ₪120,000 per year

    Job Description:We are seeking a highly skilled and technically oriented CTV Video Ad Operations Manager to lead the integration and onboarding of CTV video activities. The ideal candidate will have in-depth knowledge of CTV video ad technologies, including VAST and open RTB integrations, and will be proficient in troubleshooting various CTV video-related...

  • Treasury Operations Associate

    6 days ago

    Ramat Gan, Tel Aviv, Israel Candex Full time $40,000 - $80,000 per year

    AboutCandex is a rapidly growing private global B2B fintech company on a mission to reshape the way businesses transact. Our tech-based solution makes purchasing fast and easy for enterprise buyers. Recognized in the ProcureTech 100 for Procurement Innovation, our SaaS Platform and accompanying services completely transform the buying experience for large...

  • Engineering Operational Strategy, Principle

    2 weeks ago

    Ramat Gan, Tel Aviv, Israel 0acea964-9b87-40f5-8910-406d37d5f3be Full time ₪120,000 - ₪180,000 per year

    Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships...

  • Engineering Operational Strategy, Principle

    2 weeks ago

    Ramat Gan, Tel Aviv, Israel Mastercard Full time ₪120,000 - ₪180,000 per year

    Our PurposeMastercard powers economies and empowers people in 200+ countries and territories worldwide. Together with our customers, we're helping build a sustainable economy where everyone can prosper. We support a wide range of digital payments choices, making transactions secure, simple, smart and accessible. Our technology and innovation, partnerships...

  • Office Manager

    1 week ago

    Ramat Gan, Tel Aviv, Israel ActiveFence Full time ₪45,000 - ₪60,000 per year

    As an Office Manager, you will  play a key role in creating an exceptional workplace experience. You'll oversee the smooth operations of our office in Tel Aviv, ensuring a productive, healthy, and engaging environment for employees. We are looking for a passionate, motivated, and dedicated office manager and welfare operations to run all aspects of office...

  • Sales & Customer Service Team Lead - B2C -Luxury Jewelry E-Commerce Expert

    1 week ago

    Ramat Gan, Tel Aviv, Israel no name Full time ₪90,000 - ₪120,000 per year

    An E-Commerce company with an online shop selling Luxury Jewelry is hiring:Sales & Customer Service Manager – Luxury Jewelry B2C & E-Commerce Expert We are looking for a talented Sales & Customer Service Manager to join a leading luxury jewelry brand and take full ownership of our customer-facing operations. This is a unique opportunity to combine...

  • Legal Operations Intern

    2 weeks ago

    Ramat Gan, Tel Aviv, Israel Navina Full time ₪30,000 - ₪60,000 per year

    Navina is a fast-growing digital health SaaS company that's on a mission to transform the way physicians interact with patient data. Thousands of clinicians across the United States already use Navina's AI-powered solution that transforms complex and fragmented patient data into concise "patient portraits" and actionable clinical insights at the point of...