服务Operations Manager: Who They Are, What They Do, & How Much They Make

Are you hoping to be a service operations manager? Or are you looking to hire one to lead your business' service teams?

两个非常有价值的问题要遇到，但是要找到有关您作为服务运营经理或如何适应团队结构的信息可能会具有挑战性。

这篇文章将解释服务运营经理的所作所为，给出工作描述的示例，解释可能涉及的角色的场景，并为该职位提供薪水范围。

Ultimately, a service operations manager hopes to reduce any friction in service delivery by creating an environment of success where team members feel empowered and able to do their jobs, which, in turn, ensures that customers are satisfied with the service they receive.

Below we'll go more in-depth into what a service operations manager does on the job.

服务Operations Manager Job Description

A service operations manager helps streamline service processes to ensure that support teams have the tools they need to succeed to provide customers with delightful experiences and typical managerial and supervisory responsibilities.

Specific job descriptions vary depending on the company, experience level, and position, but here are some bullet points you may come across on a job search or that you may consider including in a job description you'll post in the future.

• 合作工作并与不同部门合作，以确保保持客户满意度的努力是一致的。
• 为客户服务流程的各个阶段设计并创建行动计划。
• Oversee recruitment, hiring, and training of new employees on all customer support teams.
• Monitor team productivity and address issues as they arise to ensure maximum efficiency and consistent service experiences.
• 所有面向客户的团队的日常管理，以确保所有团队朝着相同的目标努力。
• 不断监视指标并利用客户反馈来推动服务实践的持续改进。
• When necessary, launch new initiatives and projects that improve upon support-related processes to meet changing customer needs.
• 促进以客户为中心的业务方法。

服务操作经理职位描述示例

以下是服务操作管理器职位的现实生活职位描述的两个示例。

巴塔哥尼亚

这image below is the job description for a customer service operations manager at Patagonia.

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哈佛大学

下图是哈佛大学运营经理的职位描述。

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服务操作管理示例

Let's discuss a few scenarios that a service operations manager may deal with in their position.

1. 您注意到NPS分数在上个季度下降了。您回去分析客户调查结果并支持指标，以了解导致下降的原因并确定需要更改的当前服务剧本领域。进行更改后，您将培训面向客户的团队有关新实践，执行更改并监视NPS分数以进行改进，以查看更改是否解决了问题。
2. Your business is operating during a global pandemic. Customers have become increasingly confused and worried about the fate of your business as they rely on you for many of their job duties. You created crisis communication plans in advance, which you distribute to employees so they understand how to address and resolve the unique challenges that customers face during this period. You step in when necessary to confidently lead teams to continued business success, regardless of external circumstances.
3. 您始终如一地确保所有代表和支持团队成员都可以访问他们成功所需的工具，并提供出色的客户服务并保持与尊贵客户的关系。

这examples above are possible scenarios that a service operations manager may be involved in. If you're seriously considering pursuing the job, you may be curious about the salary level these positions typically offer.

服务Operations Manager Salary

与大多数职位一样，没有设定的薪水可以保证服务运营经理拥有。

在美国，薪水为每年35,000至123,000美元。这全国平均每年约为71,686美元，总计每小时34美元。

尽管该范围相对较大，但它可能会根据您所在的国家以及您在现场的专业知识和经验而变化。最好的办法是了解您申请的任何职位的范围，并准备在面试中进行讨论，以便在有关薪水的谈判中或是否进行谈判。

总而言之，服务运营经理戴着许多帽子。尽管如此，他们仍专业地利用其内部支持员工和外部客户的需求，以确保他们不断获得所需的出色体验，从而帮助保持品牌声誉和客户满意度。