L1 Operations Manager - Customer Care

About Xerox Holdings Corporation

For more than 100 years, Xerox has continually redefined the workplace experience. Harnessing our leadership position in office and production print technology, we’ve expanded into software and services to sustainably power the hybrid workplace of today and tomorrow. Today, Xerox is continuing its legacy of innovation to deliver client-centric and digitally-driven technology solutions and meet the needs of today’s global, distributed workforce. From the office to industrial environments, our differentiated business and technology offerings and financial services are essential workplace technology solutions that drive success for our clients. At Xerox, we make work, work. Learn more about us at www.xerox.com.

Responsible for leading and managing the overall Customer Care operations team, including Customer Care Senior Specialists, Customer Care Specialists, Process Analysts, and Team Leaders. This role ensures operational excellence, consistent customer service delivery, compliance with service level agreements (SLAs) and key performance indicators (KPIs), and continuous improvement across customer care processes. The Operations Manager acts as the strategic and operational leader, driving customer satisfaction, team performance, efficiency, and effective resolution of complex customer and service issues while serving as the primary escalation point for critical operational concerns.

ROLES AND RESPONSIBILITIES:

• Directly manage Customer Care Senior Specialists, Customer Care Specialists, Process Analysts, and Team Leaders, providing direction, coaching, performance management, and development.
• Allocate resources effectively to meet customer demand, operational requirements, service commitments, and business priorities.
• Ensure consistent execution of customer care activities, including case management, escalation handling, response and resolution processes, and other service delivery initiatives.
• Maintain accountability for customer satisfaction and the quality of customer care delivery across assigned operations.
• Monitor and enforce compliance with customer care SLAs, KPIs, service standards, and established operational processes.
• Review case resolution, escalation response and resolution, field service response and resolution, restore performance, and other relevant operational metrics to identify gaps and opportunities.
• Analyze performance trends, identify root causes, and develop and execute action plans to improve service performance, efficiency, and customer experience.
• Oversee accurate and timely operational reporting, dashboards, and data updates to support performance management and data-driven decision-making.
• Maintain data integrity across customer care, case management, reporting, and other operational systems and tools.
• Coordinate and maintain regular communication with internal teams and stakeholders regarding operational performance, customer concerns, risks, and action plans.
• Act as the senior escalation point for complex customer issues, service concerns, and operational barriers, ensuring timely ownership, coordination, and resolution.
• Partner with cross-functional teams and service organizations to address customer feedback, service gaps, process issues, and recurring operational concerns.
• Participate in business and service reviews and provide clear performance insights, risks, recommendations, and improvement actions to stakeholders.
• Track team progress and conduct regular operational reviews and status meetings to ensure priorities, commitments, and corrective actions are delivered.
• Identify, implement, and sustain process improvements that enhance customer experience, service efficiency, productivity, and operational cost effectiveness.
• Standardize customer care processes, reporting practices, escalation workflows, and performance management routines across the operation.
• Hold the team accountable for roles and responsibilities required to support contracted service delivery and customer commitments.
• Coach and mentor Customer Care Senior Specialists, Customer Care Specialists, Process
• Analysts, and Team Leaders in their daily functions, leadership capability, problem solving, and professional development.
• Ensure the team remains motivated, engaged, accountable, and focused on delivering an exceptional customer experience.
• Promote collaboration and the value of the customer relationship across Customer Care, service organizations, internal functions, and third-party partners.
• Ensure compliance with applicable company and client HR, procurement, legal, financial, ethics, security, and government-related policies, strategies, and processes.
• Provide recommendations for business process, productivity, and service improvements that support operational excellence and business objectives.
• Demonstrate continuous improvement across Customer Care operations by evaluating processes, leveraging data and technology, and implementing sustainable solutions.
  
  

• Strong analytical and operational background with a minimum of 5 or more years of experience in Customer Care, Client Operations, Service Delivery, or Operations Management.
• Experience managing customer-facing or service delivery teams, including multiple levels of individual contributors and team leaders.
• Experience managing multiple direct reports and supporting teams responsible for customer cases, escalations, service commitments, and operational KPIs.
• Significant experience interacting with customers, clients, and internal stakeholders, including senior-level stakeholders.
• Experience applying business management concepts, operational data, and performance metrics to identify customer needs and deliver recommendations.
• Experience using technology and reporting solutions to improve operational performance, customer experience, and service delivery.
• Experience developing and managing operational plans, performance targets, and critical business KPIs.
• Experience working in and navigating a matrix organization to obtain information, coordinate resources, and achieve desired results.
  
  

• Demonstrated effective communication skills, with the ability to present operational performance, complex issues, proposals, and recommendations to multifunctional and diverse groups.
• Demonstrated ability to develop and communicate high-impact messages and complex ideas in an effective, concise manner, both verbally and in writing.
• Proficiency in Microsoft Office Suite applications, particularly spreadsheet, presentation, and word-processing tools; experience with reporting and dashboard solutions is preferred.
• Demonstrated ability to apply a systematic approach to problem solving, perform root cause analysis, and develop practical and sustainable solutions.
• Strong understanding of customer care operations, case management, escalation workflows, service KPIs, and SLA management.
• Well-developed people management, coaching, performance management, and leadership skills.
• Strong project and change management skills, with the ability to create detailed plans and execute initiatives through completion.
  
  

• Able to maintain both a short- and long-term vision around customer experience, operational performance, business trends, and service strategies.
• Able to contribute to the development of current and future Customer Care service delivery capabilities to support customer and business needs.
• Exercises sound, prudent, and ethical business judgment at all times.
• Understands cross-cultural business practices and demonstrates sensitivity and awareness when working with a diverse, multicultural workforce.
• Possesses strong influencing, negotiation, and stakeholder management skills.
• Able to manage multiple initiatives simultaneously and remain effective in a demanding, fast-paced operational environment.
• Can think at a big-picture level while maintaining attention to operational details and knowing when to become directly involved.
• Demonstrates strong business acumen and the ability to work effectively with diverse personalities and changing priorities.
• Strong leadership skills with the ability to direct, motivate, coach, and develop employees.
• Hands-on management style that encourages team involvement and collaboration across functional support organizations.
• Highly organized, with strong planning, prioritization, analytical, and reasoning abilities.
• Able to solve complex operational problems while maintaining focus on customer commitments, service quality, and business outcomes.
  
  

• BA/BS/BBA degree in Business, Management, Operations, or equivalent experience.
• MBA with concentration in finance, administration, operations, or a related field is a plus.
• PMP, ITIL / ITSM, Six Sigma, Lean, TQM, or other business process improvement certification or experience is preferred.