Job Description

Job Details

  • Job Code: PHL5627
  • Position Title: Acting Sr Operations Manager, Customer Solutions ICP
  • Management Level: 7 Manager

Position Overview

The Acting Sr Operations Manager, Customer Solutions ICP leads day-to-day operations for an integrated customer programs team, driving service performance, efficiency, and cross-functional coordination. This role steers queue management, escalations, and continuous improvement while stabilizing processes during an interim period. The manager translates business goals into measurable operational outcomes, aligns staffing and workflows to demand, and ensures consistent customer experience. Success requires data-driven decision-making, clear communication, and disciplined execution across teams. The role partners with other functional areas including Human Resources, Training, Workforce, Communications, Customer and Employee Experience, and Client Services.

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