Customer Operations Manager

Cascade Designs Inc•Reno, NV

About The Position

As a key member of the Customer Operations team, the Customer Operations Manager plays a critical role in protecting the service reputation of Cascade Designs’ family of brands while ensuring an exceptional customer experience. This role sits at the intersection of customer experience, operations, eCommerce, marketing, warranty, and product feedback. You will shape how the support organization scales—building systems, processes, and insights that enable consistent, high-quality service while reducing friction for both customers and internal teams. This position is ideal for someone who thrives in operational complexity and can translate strategic direction into clear, repeatable processes. A strong emphasis is placed on leveraging AI and automation to enhance the customer experience while maintaining a human-centered approach.

Requirements

Hands-on experience with customer support platforms, including administration, reporting, and optimization (Zendesk preferred)
4+ years of experience leading customer service, customer experience, or customer operations teams—ideally in consumer products or manufacturing
Experience implementing AI-assisted support tools, chatbots, or self-service solutions
Bachelor’s degree in Business, Communications, or related field—or equivalent experience
Strong leadership and coaching experience with customer-centric teams
Able and willing to work in an open office environment

Nice To Haves

Proven ability to manage workflows, SLAs, and escalation processes in a fast-paced environment
Experience working cross-functionally with Product, Operations, Marketing, eCommerce, QA, or Engineering teams
Excellent written and verbal communication skills, including handling escalated customer situations
Strong analytical skills with the ability to translate data into actionable insights
Highly organized with strong prioritization and decision-making abilities
Demonstrated ability to identify trends and drive operational or product improvements
Builder mindset with deep knowledge of modern support technologies
Leadership style that fosters ownership, structure, and engagement

Responsibilities

Lead and develop a specialized Customer Operations team, fostering a culture of ownership, responsiveness, and high service standards
Own the configuration, optimization, and administration of Zendesk, including workflows, automation, and reporting
Partner with technical teams to integrate Zendesk with internal systems, ensuring scalability and reliability
Drive thoughtful implementation of AI and automation to improve efficiency and response times without compromising quality
Manage support operations, including ticket workflows, escalation paths, and service level targets (SLAs)
Identify operational bottlenecks and implement continuous process improvements
Develop and maintain a robust knowledge base to support internal teams and customer self-service
Analyze customer feedback, contact drivers, product issues, and review sentiment
Serve as a cross-functional partner to Product, eCommerce, Marketing, Quality Assurance, and Shipping teams
Collaborate with Marketing to optimize customer-facing warranty and support content across brand websites