Customer Service Operations Manager

POSITION SUMMARY

Reports directly to the CEO and works closely with secondary key stakeholders, including the CFO/COO, E-commerce Manager, Retail Manager, Finance, and Logistics teams. The Customer Service & Operations Manager is primarily responsible for managing and elevating the entire customer care function across our D2C channels (ecommerce and retail). This role is at the heart of our customer-first promise: ensuring every issue is resolved seamlessly and every touchpoint reflects our brand values.

The role requires a strong operator who can lead and align cross-functional teams (retail, e-commerce, digital product, logistics, finance) to resolve problems at their root cause, while continuously improving processes to anticipate customer needs. This is both a strategic and hands-on role—balancing daily resolution of escalations with building a framework for long-term customer satisfaction, loyalty, and operational efficiency.

This Job Description intends to highlight the most critical areas of responsibility only and does not cover all aspects of the Position.

KEY RESPONSIBILITIES

• Leads and manages the Customer Care/Service team, setting standards for service quality, speed, and resolution.
• Owns all customer issue escalations across ecommerce and retail, ensuring timely resolution and communication.
• Proactively drives cross-functional collaboration with Retail, E-commerce, Digital Product, Logistics, and Finance to eliminate friction and improve end-to-end customer experience.
• Develops, monitors, and reports on customer care KPIs (e.g., resolution time, NPS, repeat issues, CSAT).
• Implements systems, workflows, and tools that scale with PANGAIA’s growth, ensuring operational excellence.
• Analyzes recurring customer pain points and partners with product, digital, and logistics teams to address structural issues.
• Establishes best practices for managing returns, refunds, exchanges, and special cases.
• Acts as the voice of the customer in decision-making forums, ensuring our brand values and promise are upheld.
• Drives training, knowledge-sharing, and empowerment across frontline teams (retail associates, ecommerce support).

SUCCESS METRICS/KPIs

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Resolution Time
• First Contact Resolution
• Repeat Issues:
• Escalation Rate
• Returns & Refund SLA

POSITION REQUIREMENTS

EDUCATION & EXPERIENCE

• 5+ years of experience in customer care, operations, or service excellence , ideally in premium fashion, retail, or ecommerce.
• Strong background in operational problem-solving and process improvement .
• Proven ability to influence and align cross-functional teams without direct authority.
• Excellent communication, stakeholder management, and escalation handling skills.
• Data-driven mindset, with experience using CRM/ticketing tools, analytics, and reporting systems.
• A balance of strategic leadership and hands-on execution , able to switch between detail and big picture.
• Passion for innovation, design, and building a customer-first culture.