Associate Manager, Customer Service Operations

About Us:AZAZIE stands as the leading direct-to-consumer (DTC) e-tailer, providing an array of bridal gowns, bridesmaid dresses, evening wear, and accessories. Designed in Los Angeles, AZAZIE disrupts the traditional wedding industry by presenting made-to-order gowns at an affordable price point. The brand is dedicated to promoting body-positive fashion, ensuring that all dresses, available in sizes 0-30, are meticulously cut and sewn to order. Explore our website, where you'll find hundreds of bridal and bridesmaid gowns and dresses, spanning over 80+ enticing color options.Job Overview:The Associate Manager of Operations is a strategic leader responsible for overseeing outsourced operations across customer service, fulfillment, and support functions. This role blends direct management of Azazie's core team in San Jose, CA with vendor oversight, performance optimization, and hands-on leadership of our BPO partners. You'll serve as the primary liaison between Azazie and our BPO network, ensuring service quality, accountability, and alignment with brand standards. This includes driving continuous improvement, monitoring KPIs, resolving escalations, and collaborating cross-functionally to uphold operational excellence across all customer-facing channels.Responsibilities and Duties:Serve as the performance manager for Azazie's Customer Service Supervisors, providing ongoing coaching, accountability, and alignment with operational goals and brand standards.Own the end-to-end BPO strategy: selection, onboarding, contract negotiation, and governance and a "BPO Playbook" and "Training Toolkit" to standardize escalation paths, communication protocols, and quality benchmarksDevelop and maintain SLAs and scorecards across CSAT, resolution rates, staffing, and efficiencyConduct regular business reviews and calibration sessions with BPO partnersLaunch a "Partner Pulse" dashboard to visualize trends and flag risksHold vendors accountable to contractual and operational standards, including surge and seasonal planningWork with VP of Operations and QA Manager to develop a "CX Alignment Matrix" to measure brand voice consistency across vendor teams Identify and resolve operational issues through root-cause analysis and corrective action plansPartner with CX, Ops, and Product teams to align outsourced workflows with evolving customer needsCollaborate with QA and CX teams to identify skill gaps and translate insights into actionable training modulesQualifications:5+ years in BPO management, vendor operations, or CX training.Ability to thrive in a fast-paced environmentProven experience designing and executing outsourced training programs.Strong analytical, instructional design, and communication skills.Passion for customer experience, operational excellence, and scalable learning.Familiarity with Zendesk, Intercom, Google Suite, Slack, LMS tools, and project management systems.Benefits:100% Medical, Dental, Vision, Life insurance offered after a 60-day probationary periodPaid vacation days and sick leavePaid Holidays + Floating Holidays401kFree snacks and drinks in officeEmployee discountCompany engagement eventsPhysical Requirements:While performing the functions of this job, the employee is regularly required to sit; frequently required to talk or hear; and occasionally required to stand, walk, use hands to finger, handle, or feel, reach with hands and arms, stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 20 pounds. Specific vision abilities required by this job include close, distance and color vision.Azazie, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements. Azazie, Inc. complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Created: 2025-09-25