Operations & Customer Service Manager

Role overview

The Midtown Group is hiring a temporary Operations & Customer Service Manager to support coverage during an upcoming maternity leave. This role sits within a national organization and focuses on keeping daily operations on track, supervising a small group of junior specialists, and resolving customer issues that require escalation. The position also includes administrative document review work tied to preparation for the organization’s 2027 season.

Key responsibilities

• Oversee Salesforce queues and the day-to-day work of one to two junior team members so service requests are completed within required timelines.
• Serve as the main point of contact for complex or sensitive customer questions, including urgent policy exception requests.
• Use detailed standard operating procedures to work through nuanced cases accurately.
• Write clear, professional, and empathetic messages that calm concerns while staying firmly aligned with policy.
• Review revised policy documents to confirm every required update has been captured correctly.
• Monitor policy files sent to outside vendors for ADA compliance review.
• Keep project trackers current in Excel and work with shared files in SharePoint.

Required qualifications

• Hands-on experience with Salesforce for queue management, staff monitoring, and ticket responses.
• Solid customer service experience, especially with difficult escalations and understanding the real issue behind a customer’s request.
• The maturity and judgment needed to guide junior staff and follow up directly on overdue tasks.
• Strong written communication skills with the ability to present strict requirements professionally.
• A proactive approach, including the ability to research thoroughly and review written guidance and prior case history before involving senior leadership.

Preferred background

• Previous experience leading a team or acting in a supervisory capacity.
• Experience in higher education, testing environments, or legal/compliance-related work.

Additional information

This is a temporary contract role. The selected candidate will not receive a separate company laptop and will instead access work systems through a secure virtual machine on their own device.

Application note

Applicants should submit a resume that clearly shows Salesforce experience and a background in handling customer escalations.