Customer Operations Manager

Customer Operations Manager

Majority is a groundbreaking mobile banking service built for migrants, by migrants. Global migration is a 21st-century reality, whether people are following their dreams, love, or new experiences. Our purpose at Majority is to empower the ambitious, the brave, and the talented and help them achieve their dreams. We believe that everyone deserves the same opportunity to succeed. Our mission is to provide migrants the tools they need to thrive in their new country. Come join us!

We are Majority, people without borders from 20+ countries around the world. We're looking for ambitious individuals who are passionate about making a difference and want to help us achieve our mission. If that sounds like you, we'd love to hear from you.

This is an in-person position based out of our Doral office in Miami, FL.

We're looking for a bilingual, results-oriented Customer Operations Manager to lead our cutting-edge Customer Success organization and redefine how we support our expanding, international customer base. This is a high-impact leadership position offering the chance to drive strategy and execution at an innovative, international Fintech company while fast-tracking your management career. You'll lead a high-performing team of 30+ customer service agents managed by 3 direct reports, and implement long-term strategies to improve performance and contribute to a culture of data-driven operational excellence. This role will also partner with our tech team to build and implement AI tools and process automations to help us scale our operations efficiently while delivering exceptional customer experience. If using cutting-edge technology to redefine customer service and helping to shape our global customer strategy sounds like an interesting challenge, we'd love to hear from you.

Responsibilities

• Lead & Scale Operations: Design and execute strategies to handle growth in CS volume and evolving product lines while maintaining quality service, employee engagement, and retention.
• Drive Performance through Data: Monitor, analyze, and improve key service KPIs.
• Operational Excellence: Implement process improvements, automation workflows, and AI-powered tools to increase efficiency and accuracy across customer interactions.
• Strategic Leadership: Partner with product, engineering, and marketing teams to align support strategy with company goals and customer needs.
• Team Development: Coach, mentor, and develop your team to build a culture of accountability, collaboration, and customer obsession.

Required Skills & Qualifications

• Full fluency in both Spanish and English with outstanding written and verbal communication skills in both languages.
• + 5 years of experience in customer service/operations management ; B2C/Customer-facing leadership experience preferred.
• Experience leading and scaling large teams with the ability to motivate and inspire team members, develop talent, and meet performance goals.
• Strong leadership skills coupled with strong collaboration/coordination abilities working in a fast-paced, high-growth environment.
• Experience using data analytics to identify and report trends, inform decisions, and measure results.

Additional Qualifications

• B.A. or B.S. degree
• Automation Experience: Previous experience implementing workflow automation and leveraging AI tools to improve service delivery is a plus!
• Experience working in Financial Services, Fintech, or Tech

Ready to join a purpose-driven team and help build the future of global customer operations at Majority? Apply now by submitting your resume via our careers page on our website.

We believe in equal opportunity and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.